Wednesday, September 23, 2009

Rate your Call Center IVR System: Take Crimsonet’s Self-Assessment Tool

I’m always blogging about different tips for an effective call center IVR system. Personalization, caller surveys, multi-channel synchronization—these are just some of the many characteristics of a winning call center IVR. A poor IVR system can frustrate callers to no end, but a well-designed IVR is a great boost for your company’s image and can decrease costs considerably.

But with so many factors to consider, it can be difficult to know if your IVR system is meeting its full potential. I’ve had a few people ask me how to assess their call center IVR system, and I invariably go through the same points. While I can’t give any solid assessment without more in-depth information, I have developed a list of measures covering modern effective IVR functions to quickly assess the effectiveness of a call center IVR system.

The result is Crimsonet’s Self-Assessment Tool for Call Center IVR Systems. Take this ten question assessment to determine the effectiveness of your IVR system and learn areas where you can potentially improve your call center IVR. Assess your IVR system on personalization, script adaptability, security, agent access and more. By implementing some of the listed suggestions, you can decrease hold times and drop rates, and increase caller satisfaction and profitability.

To learn how you can strengthen your call center IVR system, take the self-assessment now!