KPIs and Trend Points for Customer Service IVR
What would you consider to be the KPIs for an IVR that is strictly for customer service (no sales etc)? Are there specific data points from the system that should be followed beyond these?
Answers (5)
First Contact Resolution and opt-out (#-out) percentage would be a decent place to start, however, I suspect that these industry-standard KPI's will be inadequate to some degree. I would suggest you develop your own by figuring out which IVR behaviors are most highly correlated with increased long-term account value. Unless you're willing to institute a randomized test around IVR structure, you'll have a difficult time separating correlation from causation. But it's a start. Any behaviors that are strong indicators of value can be the subjects of follow-up analyses.
Paul T suggests this expert on this topic:
Specific to the IVR & not the Call Center might be
- Calls Serviced by IVR vs Total Calls Received
- Abandon Rate of Calls in IVR
- Calls Serviced by CSR's which should have been serviced by IVR
Mark P
CEO at Smart Social Media
Best Answers in: Advertising (2), Internet Marketing (1), Using LinkedIn (1)
I'd suggest you talk to Alison Higgins-Miller. She's be in this space for more years than i care to count
Mark P also suggests this expert on this topic:
Gary H
Service Improvement and Regulatory Manager at Zen Internet
Best Answers in: Customer Service (1), Customer Relationship Management (1)
Do you need IVR? I'd rethink it if you have that option. Customers hate IVR in my experience and many are losing if they haven't already patience with these automated systems. "your call is important to us" in which case answer it with a Human, is usually the response I get when discussing this with customers.
