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IVR: The machines everyone loves to hate!
Why?
History
Definition
Scripting The actual system design and not the system vocabulary
History
History
History
The Continuum
More recent systems Time online: 45 sec. to 1 min. Modern systems Time online: 1 to 2 min.
TLC
Giter done
Why the Change? Utilities are willing to trade time online for accuracy, additional information, and overall system efficiency. Utilities are willing to place more responsibility on the consumer.
What Constitutes a Good Script? As much brevity as is possible and practical A design that elicits all the information needed to make the system efficient Clear and concise instructions
Example:
Request appropriate identifier:
Example:
If the caller knows the account number:
Example:
If the caller doesnt know the account number:
Example:
If the caller doesnt know the account number and caller ID is present:
Elapsed time = approximately 10 seconds (including read back) Elapsed time = approximately 4 seconds
Example:
If no, solicit phone number entry.
Example:
If no match, record.
Elapsed time = approximately 12 seconds Allow another 12-15 seconds for caller recording.
Example:
Following successful problem code entry, go to closing.
Elapsed time = approximately 14 seconds
Options:
If desired, the following entries may be added:
Callback request Multiple problem codes
Summary
Where to fall on the continuum is an individual decision.
TLC Giter done
Considerations Desired level of efficiency Political considerations Willingness to train the customer Ability of the majority of the customer base to respond in the appropriate/correct manner