Challenge: This large government organisation wanted to review its IVR, comparing performance to best practice, to enable it to transition to a more effective shared services environment.
What we discovered was a set of best of breed technology and a significant amount of discrete capability and design that set the standards in personalised service. Unfortunately much of this was buried behind what were very generic and verbose efforts to drive self-service, undermining the overall benefits and negatively impacting customers experience.
The solution was not to change the IVR strategy per see, but rather undertake an active re-balance of the emphasis and processes to increase the self-service rates. This re-balance enabled the business to
For example, more emphasis was placed on the voice ‘persona’ and the way key messages are conveyed to increase customers ‘active listening’, driving greater accuracy in simply the choices customers made.
Changes are already afoot and with a clear technology roadmap now in place, we expect to see many improvements in 2013 and 2014 and hopefully many positive news stories to come out about this government departments delivery of service.