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IVR PERFORMANCE IMPROVEMENT OVERVIEW
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J.D. Power's IVR Assessment program helps you understand how your IVR system is performing, areas in which it can be improved or enhanced, and how it performs versus your competitor’s. Using our specially developed framework for collecting and analyzing IVR data across industries, we are able to provide an in-depth understanding of your IVR system’s performance compared to industry and national averages found within J.D. Power’s syndicated studies. Findings from the assessment will allow you to clearly understand the current state of your IVR system and compare yourself against top performers.

The IVR Performance Improvement program consists of the following:

Call Segmentation
   - Gain a comprehensive understanding of the client base in order to link VOC data and therefore solutions
      back to customer segment needs

Customer Satisfaction with IVR
   - Quantify current customer satisfaction with IVR interaction along customer segments and activities

Mystery Shop
   - Use real customers to contact your company and navigate your IVR when attempting to:
      - Get to a CSR (use highest-impact scenarios)
      - Complete the transaction within the IVR
   - Understand specifically what your competitors do better and worse
   - Understand timing, word choice and capabilities employed
   - Understand specifically what top performers do

Operating Environment and Technology - Onsite visit
   - Establish a clear understanding of current state and define the desired state for IVR excellence

Gap analysis
   - We conduct a comparison between current and desired states/top performers, and determine causes
      for the gap(s)

Recommendations- Onsite presentation
   - We provide actionable recommendations to close gaps and improve satisfaction with system IVR along
      customer segments
   - We provide oversight and guidance when the new IVR strategy is ready for implementation

Download the IVR Assessment Program brochure >>

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STRATEGIC IVR MANAGEMENT: J.D. POWER EXPERT INSIGHTS

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For insights into best practices around strategic IVR management, download this free On-Demand Webinar
in which our contact center expert, Mark Miller, addresses:

J.D. Power's Contact Center Perspective
The Drivers of customer satisfaction in the Call Center Space
Call Routing Strategies and Their Implications
IVR Capabilities That Lead to a Better Customer Experience and Some That Don’t
Solutions to IMPROVE Your IVR Performance
The Most Common Strategic Error
Questions and Answers from the live audience

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INTERVIEWS WITH TOP IVR PERFORMERS
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J.D. Power and Associates works with many distinguished companies that boast particular strengths within the industries they serve. Given the current interest from Call Center managers in those companies that excel at satisfying their customers through IVR use, we sought advice from a few experts.

Mark Francen
Director of Customer Experience
Health First Health Plans

Read the interview >>

Kim Kasin
Director, Retirement & Benefits Contact Center
Institutional Retirement, Philanthropy & Investments
Bank of America/Merrill Lynch

Read the interview >>

Brenda McCord
VP Customer Support
Freeman

Read the interview >>

Want to ask a question of one of these experts? Post a question on LinkedIn >>

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OTHER CONTACT CENTER SOLUTIONS
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Certified Call Center Program
For call centers seeking to distinguish themselves in this highly competitive market, the J.D. Power and associates Certified Call Center Program sends a clear and unequivocal message that your call center is process-oriented, professionally managed, and focused on providing the highest levels of customer satisfaction.

The Certified Call Center Program allows companies to identify and focus on critical areas of customer satisfaction by utilizing best practices that are aligned with customer needs. The program also provides an advantage for call centers in marketing and promoting their efforts to improve customer satisfaction, thereby attracting more clients, retaining more clients and maintaining pricing power for demonstrated superior service. Eligible call centers undergo a detailed audit and are measured for effectiveness against 118 leading practices across the call center operations and support functions that drive an outstanding customer experience.

Benchmarking Toolkit
The Benchmarking Toolkit helps companies understand the standards for call center excellence and the practices they can implement to help them achieve service excellence and high customer satisfaction. Additionally, the full Benchmarking Toolkit purchase price can be applied toward J.D. Power’s Operational Performance Assessment, Call Center Assessment, and the Certified Call Center Program within 60 days of purchase. For companies that want to improve, or get the details behind the Certified Call Center Program, the Benchmarking Toolkit is an excellent first step.

Operational Performance Assessment (OPA)

The Operational Performance Assessment uses the J.D. Power and Associates Certified Call Center Program’s operational audit methodology to allow companies to find out how their call center is performing and what to do to achieve higher levels of performance. The OPA program delivers the insight and tools needed to create a continuous performance improvement mechanism that can drive superior results quickly and at low cost.

An OPA engagement can yield strong ROI and a clear path to becoming a J.D. Power Certified Call Center. The program includes the J.D. Power and Associates Benchmark Services Report in addition to a three-day onsite assessment.

Call Center Assessment (CCA)

The Call Center Assessment is a systematic approach to understanding customer needs and expectations and comparing Center Assessment support mechanisms in place for the organization to succeed.

The assessment outlines the extent to which the internal operations are designed to deliver customer satisfaction. It rates your company's performance in operational effectiveness and customer satisfaction while providing a high-level quantification of the value (ROI) that could be achieved with addressing the opportunities.

To learn more about J.D. Power's contact center products and services, contact Julia Levy.

Reproduction of any material contained in this publication, including photocopying of this publication in whole or in part, is prohibited without the express written permission of J.D. Power and Associates. Advertising claims cannot be based on information included in this publication.

© 2011 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved