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CALL CENTER PRODUCTS & SERVICES
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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.
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IVR Assessment
The IVR Assessment 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.
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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.
To learn more about J.D. Power's contact center products and services,
contact Julia Levy. |
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 Mark Francen
Director of Customer Experience
Health First Health Plans
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Interview Date: May 17, 2011
Interview Topic: IVR
J.D. Power Certified Call Center Program Participant for 4 years (2008-2011)
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INTRODUCTION
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 an expert. We asked Mark Francen from Health First Health Plans to give us insight into the service and technology behind the IVR that his members find so satisfying.
INTERVIEW
What technology do you use?
We are currently in process of migrating our IVR to a completely different set of solutions. Currently we use Siemens IVR; it is quite old. We are now migrating to Cisco CVP. Our old IVR (8 years old) could not be maintained as we could no longer find the technical talent to support it. CISCO was selected for our new IVR because they deal with many hospitals. CVP is distinctive in that you can use VOIP or telephone; it provides more options for the remote user. CVP is the future.
There have been no complaints from customers; we just want to do more for them by upgrading it. Success, we feel, is in the IVR tree itself:
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Knowing what customers want and how they can meet those wants rather than selecting an IVR just for reporting capabilities. Also, we have self service designed for what callers need rather than what reports / data can be generated by it. We feel people disconnect when the IVR does not meet their needs.
Where is the opt-out to speak to a rep?
At any point. Right at the beginning, they are informed to press zero to speak to an agent.
Do you have different options based on a callers’ previous
calling history?
Not currently, but the new technology will allow this. It will also allow directing of calls based on who is calling, with no unnecessary prompts.
Do you use voice recognition or touch tone for IVR selections?
We use touch tone now, but the new system will offer voice recognition.
Where do callers abandon most within the IVR?
Within the self-service functions because the current system has limited ability to add more options there. Another abandon point is when the prompt goes on so long the callers just give up and hang up.
How does your choice of technology affect your staffing requirements?
It does now and it will with the new system. We offer self-service for several reasons: To give customers options, and for providers so they can get information through self-service or on line. This cuts down on staffing requirements. We know this because when self-service is down, calls to agents immediately increase.
Do you have any other key points to make about your IVR?
As we move into new system, we will do new things. We will be able to offer concierge service for Medicare clients. We’ll know where they’re calling from and will direct them to the same agent each time they call. We have a Medicare advisory group that is very excited about this. After our transition to the new IVR, we will have more to say about our technology.
Go back to the LinkedIn group to discuss this topic >>
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