If you manage – or ever even touch – your company’s IVR, you know the ‘classic three’ KPIs: misroutes, call containment, and first call resolution (FCR). Nearly every contact center executive depends on them, as they have a direct impact on customer satisfaction and controlling costs. But what’s the relationship between the three and how do organizations make sure they aren’t putting too much emphasis on one, which could adversely affect another?
Many companies have learned this lesson the hard way over the years. And although fundamental, businesses need to be reminded from time to time to review how they are using the metrics and increase focus on getting to know their customers – the why, when and how they contact them. This continuous effort needs to be part of the metrics discussion to create a clear path for IVR design and improvements.
Who’s making the magic work?
The best way to learn is by looking at others already leading the way. Consider the success of Amtrak, which receives more than 20 million calls per year. You can be sure they keep an eye on ways to efficiently automate as many calls as possible, while making sure they strike the right balance between customer satisfaction and cost savings. In fact, nearly 25 percent of all calls are handled within its IVR – and of the people that choose to self-serve, 54 percent reach full resolution within the automated system. By analyzing the right mix of metrics and applying tweaks to their self-service, Amtrak has seen a 53 percent lift in customer satisfaction and massive cost savings.
Enterprises and agencies globally (like American Airlines, NYC311, The State of Michigan Office of Child Services and Delta) are also reaping the benefits of analyzing KPIs and caller population to make important design changes to their IVR. The analysis can reveal important ways in which newer technologies should be used to reduce misroutes, contain calls and costs, and complete a query in the first call. By applying predictive logic, voice biometrics, proactive notifications and conversational use of natural language and dialog, interactions become intelligent, streamlined, easy, and agile – all imperatives for a great caller experience.
Join me for a Nuance-hosted webinar, “A New Twist on Self-Service Metrics: How to Get More CSAT and Cost Control from Classic KPIs”, where we’ll share more tips in greater detail on:
- The best way to identify the root cause of poor call routing, call containment, and first call resolution
- How even the most efficient contact centers misuse these popular metrics, and how it impacts customer satisfaction
- Strategies for striking the right balance across all three metrics to deliver the most effortless customer self-service experiences possible