Professional Assessment of IVR/Self-Service Environment
Continuous improvement efforts are vital to the success of an organization, particularly when it comes to customer facing processes like those managed in the contact center. Periodic assessment ensures that procedures and resources remain effective, up to date, and in alignment with business objectives.
INI’s Customer Experience Assessment has been designed to provide organizations with a cost effective, professionally implemented assessment of their IVR environment and how it integrates with the contact center.
The assessment gives a clear picture of the health of the organization’s contact center in areas that directly impact profitability, including business process efficiency, cost reduction, and the customer experience.
Contact Center Recommendations
INI professionals possess deep knowledge and expertise of self-service environments, and are uniquely qualified to provide insight that is valuable to planning, decision-making, and continuous improvement efforts.
The assessment includes analysis of current contact center, including documentation, one-on-one interviews with key stakeholders, agent observations, and an actionable list of findings and recommendations. The results are provided in a comprehensive document which includes an IVR strategy road map designed to simplify decision making and scale improvements to budgetary constraints with a focus on areas that impact ROI.
Benefits of the Customer Experience Assessment
- Decrease operating costs
- Increase staff productivity
- Improve customer satisfaction levels
- Decrease collection efforts and protect revenue streams
- Reduce error rates
- Expand service offerings
- Increase customer interaction
- Promote repeat business for your organization
- Uncover business opportunities
- Leverage current technology
- Justify system and application upgrades
- Strengthen customer relationships
- Gain competitive advantage
The Assessment Process
Phase 1: Introduction
During the introductory phase INI will present the project overview, identify key stakeholders and establish a project plan and timeline. During this phase we will work with the client to get an in depth understanding of the customer engagement objectives, the channels the IVR impacts, how the contact center and IVR are currently structured and any known gaps, problems or goals that the client would like addressed.
Phase 2: Assessment
During the assessment phase, INI will review your existing documentation, explore your IVR platform, conduct interviews and agent observations, analyze the results, and create a report. INI will consider automation options, modifications to existing practices, and additions that will reduce and contain costs while providing efficiency gains.
Phase 3: Presentation
During the presentation phase, INI will present our findings and recommendations, hand off documentation, and conduct a question and answer session. The final report will include summary lists and charts as well as detailed reports of findings. Recommendations will be presented along with a roadmap with items rated by the level of urgency. INI will work closely with the client to establish priorities based on perceived needs and business objectives.