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We hope you enjoy this Interactive Voice Response IVR system presentation from Milsoft's 2009 User Conference informative. It was originally presented there by John Abrams. The Milsoft Electric Utility Solutions Users Conference is the premier event for both our users and vendors offering interoperable electric utility management services that enhance Milsoft’s Smart Grid Systems. If you’d like to receive information about our software training events, you can email: missy.brooks@milsoft.com.
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History
IVR: The machines everyone loves to hate!
Why?
History
IVRs Have a Historyof Poor System Design.
ScriptingThe actual system design
and not the system vocabulary
Definition
History
Examples of Poor System DesignToo many optionsToo many selections needed to getthe desired resultsLoopsDead ends
History
Results in a bad experiencefor the caller
Proper scripting* can greatlyimprove the customer experience.
*Scripting = The actual system design and not the system vocabulary
History
Scripting for IVR has justabout come full circle.
20091989
The Continuum
TLC Git‘er done
Early systemsTime online: 2.5 to 3 min.
More recent systemsTime online: 45 sec. to 1 min.
Modern systemsTime online: 1 to 2 min.
Why the change?
Why the Change?
Utilities are willing to trade time online for accuracy, additional information, and
overall system efficiency.
Utilities are willing to place more responsibilityon the consumer.
What Constitutes a Good Script?
As much brevity as is possible and practicalA design that elicits all the information needed
to make the system efficientClear and concise instructions
Example:
Short and simple greeting:
Elapsed time = approximately 10 seconds
Example:
Request appropriate identifier:
Optional: “Please say yes or no”Elapsed time = approximately 6 seconds
Example:
If the caller knows the account number:
Elapsed time = approximately 3 seconds
Example:
If the caller doesn’t know the account number:
Elapsed time = approximately 4 seconds
Example:
If the caller doesn’t know the account numberand caller ID is present:
If “yes,” do a look-up and locate account.
Elapsed time = approximately 10 seconds(including read back)
Elapsed time = approximately 4 seconds
Example:
If “no,” solicit phone number entry.
Customer look-up following entry
Elapsed time = approximately 10 seconds(including customer input)
Example:
If no match, record.
If match, go to problem code entry.
Elapsed time = approximately 12 secondsAllow another 12-15 seconds for caller recording.
Example:
Following successful problem code entry,go to closing.
Elapsed time = approximately 14 seconds
Call completion average is 90 seconds or 1.5 minutes.
Options:
If desired, the following entries may be added:Callback request
Multiple problem codes
Summary
TLC Git‘er done
Considerations•Desired level of efficiency•Political considerations•Willingness to “train” the customer•Ability of the majority of the customer base to respond in the appropriate/correct manner
Where to fall on the continuum is an individual decision.
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