Call Center IVR Assessment

Available from BenchmarkPortal , LLC

For most companies, the Call Center is the main point of customer contact, and as such, the Call Center plays a crucial role in the overall value and success of the enterprise. Many upper-level managers are starting to realize how their profitability and the public’s perception of their companies hinges on customers’ experiences with the call center—whether they are talking to an agent or just trying to reach one.

Therefore, the leading edge of your call center, your IVR (or lack thereof) sets the tone for all incoming contacts. Upper management is beginning to realize the potential significant cost savings that an efficient and/or self-servicing IVR system can bring to their organization. Whether you are improving upon an existing IVR system or beginning from the ground up, BenchmarkPortal has an assessment plan that will provide immediate recommendations on how to improve and optimize your IVR and resulting Caller Satisfaction. Take advantage of our client-specific “Future-State Plan of Action” with estimates regarding financial impact, and with certain engagements, make use of online reporting and analysis tools.

While some clients prefer to use our custom, all-inclusive IVR Assessment Engagements, the following three plans are likely to fit within the budget and corporate restrictions (client confidentiality) of most call centers.

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