Listening Methods In-Depth IVR and End to End Call Analytics Benefits and ROI from Managing the Entire End-to-End Caller Experience Are there unique opportunities to reduce operations costs? Does my caller experience improve? Is high ROI available from analyzing the end- to-end call?

The End-to-End Call Queue IVR Agent(s) Survey Caller ? Currently: Different groups view independent sets of reports examining different segments of the call. Hang-Up ACD Stats IVR Logs ACD Stats ACD, Quality Monitoring Survey Report

The End-to-End Call Queue IVR Agent(s) Survey Caller ? Currently: Different groups view independent sets of reports examining different segments of the call. Hang-Up New View: Groups view the entire end-to-end call, identifying tasks, performance and customer experience in each call segment and the relationships between call segments ACD Stats IVR Logs ACD Stats ACD, Quality Monitoring Survey Report

How Do Callers Leave the IVR? IVR Ways Callers Leave the IVR Hangs-up in the IVR after success Caller asks for an Agent - Immediately transferred - Confirms, but asked for information - Refused and IVR continues Caller identifies themselves via IVR and immediately requests an Agent IVR transfers caller to an Agent on purpose IVR transfers caller to agents due to failures Caller gets confused or frustrated - Asks for an agent - Hangs-up IVR Routes Calls to Specific Skill Queues Caller hangs-up

How Do Callers Leave the IVR? IVR Ways Callers Leave the IVR Hangs-up in the IVR after success Caller asks for an Agent - Immediately transferred - Confirms, but asked for information - Refused and IVR continues Caller identifies themselves via IVR and immediately requests an Agent IVR transfers caller to an Agent on purpose IVR transfers caller to agents due to failures Caller gets confused or frustrated - Asks for an agent - Hangs-up IVR Routes Calls to Specific Skill Queues Caller hangs-up

What are Callers Doing with Agents when they Request Immediate Transfers Are callers asking agents for: Support on tasks that are not available on the IVR? Mundane information that is easily available on the IVR within 60 or 90 seconds? Mundane information that is not easy to get to on the IVR? Without analyzing the End-to-End Call, one can’t answer the above questions

What Balance Should I Achieve Between Caller Experience and Operations Costs? The Balance? Reduce agent costs as possible? Make it easy for callers to get agents? What do I need to know: Why do callers transfer? What do they do when the reach agents, and how often? What are my company’s market dynamics? What are my business’s goals ?

The Business Considerations High with a low barrier to churn Low with a high barrier to churn HighLow Impact of Caller Experience on Churn High, cost of a call has minor impact Low, cost of a call has major impact Profitability of Each Customer High, causing major impact on profits Low, having little impact on profits Frequency of Repeat Callers Make it Easy to get to an Agent Work Hard to Keep Callers in the IVR Degree of Competition

Identifying IVR Skills Routing Issues For each IVR Exit Point, measure the agent-to-agent transfer rate Listen to calls to determine the cause of the agent-to-agent transfer Fix the routing; then monitor to ensure the solution has improved

Return on Investment Opportunities Exit from the IVROpportunity Typical ROI Caller asks for an Agent Immediately transferredIf not competitive, make a bit harder2% - 5% Confirms, but asks questions first Improve performance of data gathering to get better ‘screen-pop’ info 1% to 3% Refuses and IVR ContinuesImprove the IVR to reduce irritation Callers identifies themselves in IVR & immediately asks for an agent See if can provide caller specific info on current activities: orders, shipping... 4% - 10% IVR transfers caller to agent due to IVR failures Improve the IVR5% to 10% Caller gets confused Asks for an agentChange the IVR1% to 5% Hangs-UpsIf lost customer, may churn or lose sale$$ - Revenue Bad Skills Routing InstructionsImprove Skills Routing3% - 8%

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