1. Listening Methods In-Depth IVR and End to End Call Analytics What is the Real Performance of My Voice Self-Service Solution? Can I compare my IVR Design goals with caller behaviors? What do callers actually experience? Do my performance measures enable me to Improve? Can I manage to my business goals ?

2. When Folks are Asked about Callers 1 st Point of Contact, the IVR.... QuestionResponse How Well Does Your IVR Perform? Few have a solid idea How should you measure its performance? Some suggest call hang-up rates. Others look at prompts. Does your IVR Solution affect Customer Satisfaction? Most say its important, but few know the impact Does you IVR affect your revenues Unless they do IVR-based transactions, few know Does your IVR optimally support your contact center budget goals? Very few know what their contact center budget be based on their IVR design. (800) 630-2380 info@listeningmethods.com

3. Two Measures are Dominant Call Containment -How many folks hang-up in the IVR IVR Logs and Log-based Reports -Engineers view detailed logs describing callers interacting with each prompt A few companies spend $1 to $2 million a year running their own log-based IVR Analytics solutions (800) 630-2380 info@listeningmethods.com

4. Requirements for Voice Self-Service Performance Measures Support the business goals for the IVR solution: Off-load basic information requests Support typical transactions Meet the call center’s goals for anticipated cost reduction Route callers to agents with the right skills Ensure the customer experience is good Enable the contact center to meet its budgetary goals (800) 630-2380 info@listeningmethods.com

5. The Call Containment Measure The Call Containment Measure identifies the numbers of callers who hang-up in the IVR versus those who transfer to agents It is assumes that a ‘hang-up’ is generally a successful voice self-service event (800) 630-2380 info@listeningmethods.com

6. The Call Containment Measure – What May Hide Under this Measure - (800) 630-2380 info@listeningmethods.com

7. The Call Containment May Hide Successful Hang-Up: Quality Voice Self-Service (800) 630-2380 info@listeningmethods.com

8. What Call Containment May Hide Failure: Hang-Up, But Immediately Call Back (800) 630-2380 info@listeningmethods.com

9. What Call Containment May Hide Failure: Hang-Up and Never Call-Back (800) 630-2380 info@listeningmethods.com

10. What Call Containment May Hide Wrong Number: Over Counts Arriving Calls (800) 630-2380 info@listeningmethods.com

11. What Call Containment May Hide Transfer to Agent due to Failure (800) 630-2380 info@listeningmethods.com

12. Planned versus Un-Planned Opt-Outs Evaluate IVR’s performance by comparing callers’ actual behavior to the design goals of your solution. Planned Opt-Outs:Callers Hang-Up or Transfer to Agents when you want them to Un-Planned Opt-Outs:Callers Hang-Up or Transfer to Agents when you don’t want them to (800) 630-2380 info@listeningmethods.com

13. Planned versus Un-Planned Opt-Outs The question to be answered for each key prompt: 1.Should the caller go to the next prompt? 2.Should the caller be transferred to an agent? 3.Should the caller either hang-up or go back to the main menu? If callers do what is hoped, they have a Planned Opt-Out If not, they have an Un-Planned Opt-Out (800) 630-2380 info@listeningmethods.com

14. Containment versus Opt-Out Measures (800) 630-2380 info@listeningmethods.com

15. Planned versus Un-Planned Opt-Outs Go to Next step Get Data Go to Agent Option 1 Option 2 1.What do I want my callers to do? 2.What are they actually doing? 3.Which prompts are causing the problem? 4.Let’s do root cause analysis! (800) 630-2380 info@listeningmethods.com

16. What’s Causing Un-Planned Opt-Outs? 1.Confusion over prompt 2.Caller is missing information to enter 3.Speech recognition failure, utterance or grammar problem 4.Caller needs an agent for support Go to Next step Get Data Go to Agent Option 1 Option 2 (800) 630-2380 info@listeningmethods.com

17. What’s Do Opt-Outs Cost? 1.What agent costs should be incurred based on my Solution Design 2.What are the actual costs due to Un-Planned plus Planned Opt-Outs $4.6 Million per Year $3.2 Million per Year Planned Opt-Outs Un-Planned Opt-Outs (800) 630-2380 info@listeningmethods.com

18. Contact Us to Learn More or See a Demo of Our IVR & End-to-End Call Analytics Solution greg.borton@listeningmethods.com (800) 630-2380 Listening Methods, Inc. (800) 630-2380 info@listeningmethods.com