Performance: "What percentage of my calls will be handled?"
The Automation Rate, or the percentage of callers not requiring manual assistance, is a primary indicator of voice service performance. TVP™ automation rates lead the industry with a cumulative average in the 80% range and many sites averaging in the 90% range.
These outstanding performance metrics are not achieved by using “tricks,” such as disabling 0 keys or putting callers back in the queue after transfers are attempted. Such tricks ultimately tend to hurt organizations through frustrated callers and severe criticism.
Telerus has found that the best way to raise and maintain superior automation rates is to ensure that the applications are useful and usable.
The outstanding performance of the TVP™ is attributable to the following considerations.
Configurability
Transfer logic, or the routes callers can take for personal assistance, is not one size fit all. The TVP™ contains default settings that are found to work well for many sites, but can be quickly adjusted depending on calling patterns.
Features
Thanks to the evolution of the TVP™ through dozens and dozens feature requests from its vast user community, features and functionalities are frequently suggested to other organizations that otherwise would not have been missed.
Interfaces
Studies show that the more interfaces offered to callers, the more likely they are to accept and use the system. The TVP™ offers both touch-tone and voice recognition input options at most prompts, instead of one or the other, as well as support for foreign languages.
Usage Reporting and Analysis
Each sites usage patterns are reviewed on a monthly basis. Large deviations from TVP™ community averages are discussed and addressed.
Transferred Caller Surveys
Many applications are significantly improved through a few days of surveying of callers transferred for personal assistance with a simple question: “Why didn’t you use the automated system?” Redundant requests for similar types of information or transactions merit discussion.