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Posts Tagged ‘ivr survey’
Improving Your IVR Messaging
Written by Barnard Crespi
Saturday, 06 February 2010 04:55
No Comments

If you want to know how your IVR Messaging can get much bette then “Ask the caller”.Do what marketing experts do, test your messaging, more specifically, split test your message to ensure that your message gets users to do what you want them to do.Whether you are using IVR for a survey, lead generation, or providing a client with information on their account, make sure that, the message gets the caller to do what you want them to do. Is your objective to have your customer use your self-service IVR to check their balance? Or talk to an agent? (Needless to say that if the caller opts for the agent, it will cost you 5 times more than if they interact with an IVR).Do you want callers to say yes, to be contacted regarding an auto loan?Do you want more of your customers to participate in your customer satisfaction survey?

The type of application doesn’t matter, if you want to optimize your results, and achieve the return you are expecting. You need to test with real customers – otherwise you are leaving it to the luck of the draw.

This process I call IVR Optimization, (I borrowed the term from Google Web Optimization), a tool that you can use to improve on your web conversion rates by testing various versions of your web site.

Now, you ask yourself, what does this have anything to do with IVR applications? Its simple, the same principals of “Split Testing” apply and are possible with an IVR campaign.

Dynamic, IVR Optimization allows you to test different variations of your IVR scripting. This way you can identify the message combinations that produce the highest success rates. The success rate being; how often you can get the caller to do what you want them to do.

You can run 2, 3 or 4 different combinations and not just rely on gut feelings. You can conduct real-time research, with real callers. This research helps you optimize your messaging and yield the highest success rate.

The IVR world is a little more complex than Google’s Web optimizer approach; you have more caller/call recipient interactions to consider.

The good news is that with the right expertise and technical framework you can optimize your IVR messaging so the caller will do what you want them to do; you can move away from the traditional “guess work” approach to a systematic, predictable approach that will provide you with the highest return.

Before making an IVR companyselection , read this free report on IVR and IVR Development companyevaluation .

 
Choosing The IVR Service Model That Is Best For Your Business
Written by Barnard Crespi
Sunday, 25 October 2009 22:56
1 Comment

You will probably agree that the best model for any business, regardless of size, industry, budget, or application, is the model that will get the closest to guaranteeing a successful execution. Let’s face it most IT projects, seldom are on time, and exceed budget. However it doesn’t need to be that way.

You do have some decisions to make: Do you do-it-yourself, or outsource it

* If you feel confident, that you have the expertise and resources to plan, develop, maintain, manage, support and refine an IVR strategy, on your own, you may want to look at Self-Service models.

* If you want to focus on your business and leave the IVR to the experts, people who have done it time after time, 100′s of times if not 1000′s, and where your applications are hosted, monitored, maintained, and supported to ensure the best performance, then you want to look at a Full Service Managed model.

IVR Outsourcing can take many shapes, which one is right for your business? Which model you choose depends on the level of expertise and support responsibilities you would like to shift to your IVR service provider. Here are the three most common models you will encounter:

* Hosted Self-Service * Full Service Managed * Application Service Provider

1) Do-it-yourself: This is the do-it-yourself model of the IVR space, where the service provider offers you a reliable IVR platform and development tools, and you are accountable for the rest. You will have complete responsibility over planning, managing, developing and maintaining the IVR application and simply use the hosting provider to provide you with the development tools, IVR infrastructure and manage the communication lines. This approach will require you to have in-house expertise to develop and support the Application at all times – 24/7/365. In this model your service provider does not have an understanding of your application, so it is up to you to make the right strategy decisions to support and manage the process.

2)Full Service Managed: From this model you will gain the most amount of value if you do not wish to worry about developing and maintaining your own IVR applications. These are the functions you can expect from a Full Service Managed Hosting provider:

* To manage all aspects of the IVR project including planning, development, testing, and deployment of the application.

* To work with your business and IT team, to achieve the desired data integration objectives.

* To take care of vendor relationships, maintain and update telecom infrastructure, plus software and hardware as required.

* To act as a single point of contact for IVR implementation and maintenance, that can bring the necessary resources and experts to you in time to meet your objectives.

* To provide you with dedicated support, and have an in-depth understanding of your application.

3) Application Service Provider: Another business model, which you may consider, is the Application Service Provider model, also known as “software as a service.” You will find Full Service Hosted Managed providers that can offer you off-the-shelf solutions to meet specific business/operational needs. This is quite common for applications such as Sales Lead Generation, Credit Card Payment, and Surveys.

In today’s IVR marketplace you have options, choices that can best fit your business objectives. What option best fits your business depends on how much energy, effort and time, you can afford to divert from your core business to your IVR project. The good news is that there is a model out there for almost everyone.

To make an IVR service provider selection , download this free guide on IVR and IVR Providers service provider evaluation .

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IVR: Great ROI Time of Economic Uncertainty
Written by Barnard Crespi
Tuesday, 01 September 2009 06:54
No Comments

In a time of economic uncertainty, when managers are being asked to do more with less, and when cost cutting has become the norm, the ability for IVR (Interactive Voice Response) to assist in accomplishing these objectives has never been more obvious.

Read more ...