Customer Service IVR Improvement Program

Boost customer satisfaction and containment

Boost customer satisfaction and containment to improve your company’s financial performance. Many interactive voice response (IVR) systems deliver a poor customer experience, resulting in low customer satisfaction, decreased employee satisfaction, higher operating costs, lost business, and lower profits. Because customers’ IVR interactions typically account for 30% of the entire customer experience with a contact center, it is critical to ensure the IVR is supporting the positive experience your customers expect—and to know where and how to fix the processes that are not effective.

IVR Improvement Program

J.D. Power’s IVR Improvement Program adopts a proven approach to provide your contact center’s IVR management with specific insights into what your company, your competitors, and cross-industry high performers do, and can do, to differentiate performance and enhance the customer experience. The result is a clear understanding of what drives customer satisfaction, the limits of existing technology, on the high-performing companies, and specific guidance to improve customer satisfaction while also maximizing containment rates.

The IVR Program Includes:

Controlled Test

Insight into the IVR performance factors your customers care about most and how to improve satisfaction

Controlled Test

A controlled test of the top five IVR interactions, using J.D. Power mystery shopping methodology to compare your company’s IVR performance against two of the highest performers as well as three competitors your company selects

Onsite Interviews

Onsite interviews with your company’s IVR support team and a technology review by an IVR expert to assess your contact center’s strategy and capabilities for providing an optimum customer experience

Recommendations

Detailed readout and recommendations regarding how to improve IVR performance and assure sustained excellence

The Benefits

An optimized IVR will improve profitability by delivering the experience your customers want and demand. A typical engagement improves customer satisfaction almost immediately, while also balancing the need to improve containment where the most significant cost benefits can be realized.