IVR customer satisfaction performance
Do you have quality answers to these key IVR questions
Do you know how satisfied your customers are using your IVR to complete a transaction?
Do you know how your IVR compares to your industry, benchmark average and the best performers for key customer satisfaction and operational indicators?
Do you know the percentage of your customers completing their IVR transaction on their first call?
Do you know how to prioritize opportunities for IVR customer satisfaction improvement?
Are you using the right measures to effectively evaluate your IVR customer satisfaction performance?
If you don’t have quality answers to these questions, let the experts at SQM Group assist you in measuring and managing your IVR customer satisfaction performance.
About the IVR Benchmarking Study
Our call center benchmarking data shows that the average organization uses an IVR to handle 35% of call volume and in some organizations an IVR is used to handle as much as 90% of call volume. However, most organizations do not know how satisfied their customers are with their IVR channel. With call volume and functionality continuing to increase, you need just as much customer satisfaction data on your IVR channel as you have on your live channel.
SQM’s IVR Customer Satisfaction Benchmarking Study focuses on your customers’ experiences using your IVR to complete a transaction or get information.
Our study gives you a comparison of your performance against your specific industry, our total benchmark database and the best performance. In addition, our study can compare your IVR by customer types and call types.
We benchmark over 150 leading North American contact/IVR centers on an annual basis and we have been doing this study for over 7 years.
Join other major organizations that have participated in ourContact Center Benchmarking Studies such as Safeway, Sears, Bell, Vision Service Plan, Sprint, Bristol Myers, Allianz Insurance, Boise Office Solutions, US Bank, Canadian Tire, Federal Government, The Bank of Nova Scotia, CP Railway, TD Bank, CIBC Bank and Toronto Star.
Based on our IVR Customer Satisfaction Benchmarking Study data, we work with you to develop meaningful and actionable targeted opportunities for improvement that will protect and maximize your company’s greatest asset - your customers!
Study Methodology
Customizing the IVR Benchmarking Study
400 telephone surveys are conducted with customers who have used your IVR within 1-3 days of their IVR call. The survey is an “in-depth” interview approach which is 5-7 minutes in length and is based on 30 questions. SQM has a proven track record for measuring the attributes that drive IVR customer satisfaction. The survey can be customized to meet your contact center IVR needs.
In order to get the most from the IVR Benchmarking Study you will be guided on how to select your customers to be interviewed, survey questions for your customers and the timing of the surveys. For example:
- You can determine the timing of when the IVR benchmarking surveys should be conducted.
- You can survey customers who used the IVR only and did not talk to a CSR or you can survey customers whose IVR call was CSR assisted.
Our IVR Benchmarking Study focuses on quality measures such as:
- Quality of the voice used in the IVR
- Easiness of the IVR to use
- Accuracy of information the IVR provides
- The speed of the IVR
- Completing a transaction using the IVR
- IVR transactions completed in one call
Our IVR Benchmarking Study can also be focused on specific areas, such as:
- Call types
- Customer demographics
- Product lines
- Geography
- Location
IVR Operational Performance
In addition to the customer survey, we’ll ask you to complete an IVR operational questionnaire which covers 20 areas, such as:
- IVR calls transferred voluntarily
- Menu layers in the IVR
- Menu options in each layer
- Voice recognition usage
- Customer zero out options
- IVR calls percentage of total contact centers calls
- Customer identification usage
- Percentage of IVR calls completed
- Percentage of IVR calls abandoned
- Call types used in IVR
- Customer language options
- IVR call routing usage
We will deliver to you a report on how you compare to our database in key IVR operational areas.
The inclusion of this operational questionnaire gives you a more complete picture of your contact centers’ overall IVR performance.
Reporting Deliverables
A straightforward, but in-depth report delivered to you and your management team outlining your contact center’s IVR customer satisfaction and operational performance.
This report can be delivered to you within 5 days of completion of your data collection. Typically, the whole project can take as little as 8-10 days.
Specifically, the IVR Customer Satisfaction Benchmarking Study gives you:
- Satisfaction and loyalty ratings for key customer attributes
- Benchmarking of your IVR customer satisfaction against leading call centers’ IVR customer satisfaction
- Targeted opportunities for key IVR customer attribute improvement
- IVR Operational key indicators performance comparison
- Best practice recommendations to improve your IVR customer satisfaction and utilization
- Entry into SQM’s Service Quality Excellence Award program
What’s Next
1. Call SQM Group at (800) 446-2095 to talk about your objectives for the project.
2. We will walk you through a sample report which will show you clearly what you can expect from the IVR Benchmarking Study.
3. To get the project started, SQM Group will conduct a pre-survey consultation to walk you through the IVR Customer Satisfaction Benchmarking Study implementation steps.
Your Investment
The total investment for the IVR Customer Satisfaction Benchmarking Study is typically $7,500.00 plus applicable taxes.
