The Metrics That an IVR Scorecard Should Have

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Technological applications, such as an IVR, often lead to breakdown. It is therefore necessary to develop an IVR scorecard to see AFIs and ensure customer satisfaction. Check additional information about IVR scorecard.

Whenever a business uses technology, there is a need to measure its functionality. Many technological applications fail-just like the Interactive Voice Response system or IVR-because they are not being measured in terms of efficiency and effectiveness. As such, there is a need to develop the IVR scorecard to ensure that the customers who dial for service get what the information they need instead of driving them away.

First, the IVR database of information should be up to date. This means that there is no potential for a customer to be misinformed. Many customers complain that want they get on IVR systems are out of date information. For example, one customer may be misled into believing that she still has $1000 USD left as a balance on her credit card, when in fact, she only has $500 left. This will entail frustration if the customer attempts to buy more than what her actual balance is. Therefore, part of the scorecard should measure the real time update of the IVR's source of information.

Another metric that should be measured in the scorecard is the ease of use in terms of IVR navigation. There is nothing more frustrating than an IVR that has practically hundreds of options, and customers who call just get lost in a maze of options. Experience taught a lot of companies that the options should be minimal and should be organized in terms of categories of options. Also, the kinds of services that should be in the IVR are things that do not need logical functions. If the customers need explanation why their balance are low, they should be given immediate option to contact or talk to a customer service representative-and a real human being at that.

This takes into consideration the first call resolution rate and customer satisfaction-only in terms of IVR usage. If customers do not get what they need during a call, there is a strong likelihood that the customer will not use the product again. A company will be tagged as unreliable if customers cannot contact a live person at their whim. The reason a lot of customers call is that they need someone who will explain things to them. Otherwise, they will just log on to the company's website and not have a person help them anymore.

The abandonment rate should also be measured. This is counted in terms of percentage if the number of customers who hang up before getting to press an option is divided by the number of the total calls and then multiplied by 100. The abandonment rate of the calls should be very minimal. Ideally, this should be less than 5%. In relation to this, the transaction failure rate should also be measured since this dictates the number of minutes or hours that an IVR is really available as against the number of minutes or hours it should be available. All these should be incorporated in the IVR scorecard so management can measure its effectiveness and make improvements if necessary.

If you are interested in IVR scorecard, check this link to find out more about ivr roi. Also, you can check other articles in Creating Best KPI category.

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