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Creating A Winning IVR The Four Phases of Self-Service Deployment
14 April 2011
Self Service - IVR
Capgemini Overview Capgemini is a global leader in consulting, technology, outsourcing and local professional services
Headquartered in Paris, France
Operates in 40 countries with support for 35 different languages
Offer expertise and solutions across six sectors including:- Consumer Products, Retail & Distribution- Manufacturing- Energy, Utility & Chemicals- Telecom, Media & Entertainment- Financial Services- Public Sector
Headcount of 110,000 people worldwide
Focus on providing a Rightshore® solution by combining talent from the right balance of work locations to deliver the services client expects
Self Service - IVR
Meeting a Client Need: IVR Transformation
Capgemini client (global financial card services company) provides 24/7/365 support for customers using pre-paid telecom cards
• Customers reload minutes through IVR and route to service rep as necessary
• Spanish and English language customers
• Monthly call volume = 240,000+ calls
• Legacy IVR system – costly to upgrade, experiencing capacity problems
New platform required flexibility and little upfront capital investment
Timeframe to delivery client request = 60 days (client request to operational)
Solution: hosted IVR
Self Service - IVR
IVR Seems Easy, but…
“The current strategies fail to truly address and meet customer needs and realize projected savings in operating costs. More focus on a customer-centric self-service strategy could help reduce abandonment rates and customer dissatisfaction, as well as increase ROI on self-service investments”
- ICMI Survey on IVR Self-Service
Self Service - IVR
Where to Spend Time With IVR Deployment
Phase 1:
De-sign 35%
Phase 2: Dev 20%
Phase 3: UAT35%
Phase 4: Go-Live 10%
Self Service - IVR
#1: Design Phase (First Priority) Plan & gather requirements
Listen to calls
Identify high transactions
Conduct analysis
Agree on scripts and voices
Make sure design is perfect prior to development – even an extra week will save time in the end
Self Service - IVR
#2: Dev Phase Ensure development requirements are finalized
Utilize resources with experience
Place necessary Telco circuit or 800 orders
Start building UAT plan & test scripts
Keep IVR logical; avoid jargon terms
Offer language options at beginning of menu tree
Keep menu structure to 4-5 levels
Create maintenance processes
Self Service - IVR
#2: Dev Phase Tips Keypad presses consistent throughout the entire IVR
Keep it straightforward – meet the customer’s need and get them off the phone
Avoid repeating data capture in IVR and through agent
Avoid menu changes if possible – frequent callers want it to stay the same
Self Service - IVR
#3: UAT Phase Test, test, test
- Menus
- Speech recognition if applicable
- Integration points for backend systems where customer data may be pulled from to provide caller an update
- Reporting
Run stakeholders through IVR
Utilize load balancing
Ensure integration between systems is completed
Develop CSAT surveys
Self Service - IVR
#4: Go Live Phase Have business continuity plans in place
Communicate internally about IVR go-live
• Email 1-2 weeks prior
• Reminder email: 3-5 days prior
Monitor the IVR closely, particular after initial implementation to ensure user acceptance
• Monitor live calls if possible to see how caller interacts with IVR
• Run reports
• Conduct customer satisfaction survey and ask 3-4 question related to meeting caller needs
Make sure CRM database is being updated if there’s a backend integration
Self Service - IVR
Sign of Success for Capgemini Client The IVR (and problems they were having with it) used to be widely discussed by the client
during leadership meetings as it is mission critical to their business
Talk of IVR problems went silent at the client – because it was working so well
IVR outages gone
Self-service usage increased, which reduced pressure on agents
Customer satisfaction increased
www.capgemini.com
The information contained in this presentation is proprietary and confidential. Copyright © 2010 Capgemini. All rights reserved.
Al MahnkeCapgemini
