IVR Self-service Improvement Solution

Customers prefer a method to full-fill their routine service requests on their own through self-service at their own convenience without waiting for a live agent. This presents a tremendous opportunity to satisfy the customers and at the same time reduce costs, since cost per self-service transaction is a fraction of cost per human agent-assisted transaction.

However, many companies are unable to leverage this opportunity fully due to poor implementation and monitoring of self service channels such as IVR and Web. Only if the IVR and Web self-service success rates are in the range of 50% to 70%, it would be possible to achieve the customer satisfaction and cost reduction objectives of self-service channels.

Metrica's IVR Analytics solution provides insights into IVR usage from customer's point of view and help companies improve self-service experience and hence success rates. It helps companies focus on the business goals to unleash the full potential of IVR.

The business benefits IVR Analytics Solution are:

• Better self-service experience for customers
• Higher call resolution rates within IVR and hence lesser number of call transfer to the expensive CSRs
• Overall reduction in operational costs