IVR Discovery, Design & Continuous Improvement

27, February 2017

 For contact center with a low call completion rate and those who quest for excellence in self-service operations. This offering includes

  • Assessment of the existing self-service practice, critical KPIs and other metrics.
  • A detailed self-service GAP analysis and recommendations to design IVR with the objective to improve IVR self-service performance, reduce transfers, route calls to right agents and reduce repeat calls.
  • Functional design and periodic assessment reports.