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Maximizing IVR Value

Executive Summary

In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the interactive voice response (IVR) system. Improving the caller experience in your IVR system is a highly visible and high-impact way to differentiate your company through great service.

This white paper provides a simple three-step approach to getting the most out of your IVR investment. In many cases, this simple evaluation can help identify cost avoidance opportunities while increasing customer loyalty, without additional investments.

Rather than be swayed by the technical metrics of individual components in your system, consider your IVR investments with this question:

This framework recommends a single quantitative metric – task completion rate – to easily illuminate the Return on Investment (ROI) associated with changes to your IVR. Executives and managers alike can quickly understand whether the current IVR maximizes caller success and identify IVR improvements which minimize the resources needed to achieve caller success.

How will this affect my task completion performance?

PAGE 3 | APRIL 2009

© 2009 Microsoft Corporation. All rights reserved.

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