Part 3: Why an IVR containment strategy is a must for driving loyalty

Bringing inbound customer contact center calls to a favorable resolution while staying completely contained within the IVR can bring significant business rewards to your company. But containment has to be done right. Here are some tips on how to implement the new rules of call containment.
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Bringing inbound customer contact center calls to a favorable resolution while staying completely contained within the IVR can bring significant business rewards to your company.

In my previous two posts in this blog series I highlighted that mastering call containment is a must for contact centers if you want to reduce costs, increase customer satisfaction, and create an effortless experience for your customers. Based on Nuance experience and industry best practices, I’ve also identified four tips to help a containment strategy implementation succeed:

  1. First, plan out the key activities for the containment strategy. This includes documenting key observed problems, identifying points of inquiry, and establishing clear, actionable, and measureable goals. Be specific.
  1. Next, head into data gathering mode. Collect any data from existing analysis and benchmarking activities. Consider interviewing in-house stakeholders to provide additional context toward understanding what is working and what is not. Consolidate this information to provide a 360 degree perspective on your existing situation from a systems perspective.
  1. Once the systems perspective is clear, create a detailed evaluation of the current state of user experience and customer service. Use metrics to benchmark against internal goals, objectives, and best practices.
  1. Now that available systems and customer experience data has been sorted, identify and prioritize the improvements and desired outcomes from your call containment efforts. Focus on both short and long-term goals, keeping in mind improvement may take some time. While it’s good to shoot for the moon, make sure you set realistic outcomes based on the resources your company has available. And remember the three key rules: make a great first impression, make it effortless, and proactively engage your customers.

If you adhere to these guidelines, you’ll likely see significant call containment improvement and accrue the resulting business benefits.

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James Mastan

About James Mastan

James Mastan is Director of Solutions Marketing in the Nuance Enterprise division, and has over twenty years of high-tech marketing experience. Previously, James held various marketing leadership positions at Microsoft and more recently founded and ran a marketing consulting company and a mobile application start-up company.