The Ascent Group, Inc.

Service Delivery Advantage

IVR Self-Service Improvement Strategies

List of Report Analysis & Graph Exhibits
  • IVR Findings & Trends
  • Recommendations for Improvement
  • Innovative or Winning Strategies
  • List of Participants
  • Call centers per Company
  • Hours of operation
  • Countries represented
  • Industries represented
  • Total inbound calls
  • Total outbound calls
  • Percent outbound/inbound calls
  • Agents per Center
  • IVR handled calls (% of inbound)
  • IVR utilization by industry
  • Average span of control (reps per supv)
  • Abandoned Calls
  • Opt Out Rates
  • Opt Out Rates by Industry
  • IVR Self-Service Offerings
  • Number of Menu Items
  • Opt Out Offered on Main Menu?
  • IVR Vendors Represented
  • IVR System Maturity
  • IVR System Maturity by Industry
  • IVR System Configuration
  • Drivers of IVR Implementation
  • IVR Deployment Strategies
  • Use of Speech Recognition
  • Use of CTI
  • Use of Wait Time Announcements
  • Use of Queue Announcements
  • Measures of IVR Success
  • Measure IVR Customer Satisfaction?
  • Promote IVR Usage to Customers
  • Encourage Agents to Promote IVR Use
  • Use of Call Monitoring for IVR Interaction
  • IVR Reliability Testing
  • Benefits
  • IVR- Handled Calls Equivalent FTEs
  • Lessons Learned
  • Top 5 IVR Challenges
  • Plans for Improvement

IVR Self-Service Improvement Strategies

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To Be Published: December 2016

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