Listening Methods In-Depth IVR and End to End Call Analytics

1. Listening Methods In-Depth IVR and End to End Call Analytics • Benefits and ROI from Managing the Entire End-to-End Caller Experience • Are there unique opportunities to reduce operations costs? • Does my caller experience improve? • Is high ROI available from analyzing the end-to-end call?

2. The End-to-End Call Currently: Different groups view independent sets of reports examining different segments of the call. Survey Report ACD, Quality Monitoring ACD Stats IVR Logs ACD Stats ? Caller Hang-Up Survey Queue Agent(s) IVR

3. The End-to-End Call Currently: Different groups view independent sets of reports examining different segments of the call. Survey Report ACD, Quality Monitoring ACD Stats IVR Logs ACD Stats ? Caller Hang-Up Survey Queue Agent(s) IVR New View: Groups view the entire end-to-end call, identifying tasks, performance and customer experience in each call segment and the relationships between call segments

4. How Do Callers Leave the IVR? • Ways Callers Leave the IVR • Hangs-up in the IVR after success • Caller asks for an Agent • Immediately transferred • Confirms, but asked for information • Refused and IVR continues • Caller identifies themselves via IVR and immediately requests an Agent • IVR transfers caller to an Agent on purpose • IVR transfers caller to agents due to failures • Caller gets confused or frustrated • Asks for an agent • Hangs-up Caller hangs-up IVR Routes Calls to Specific Skill Queues IVR

5. How Do Callers Leave the IVR? • Ways Callers Leave the IVR • Hangs-up in the IVR after success • Caller asks for an Agent • Immediately transferred • Confirms, but asked for information • Refused and IVR continues • Caller identifies themselves via IVR and immediately requests an Agent • IVR transfers caller to an Agent on purpose • IVR transfers caller to agents due to failures • Caller gets confused or frustrated • Asks for an agent • Hangs-up Caller hangs-up IVR Routes Calls to Specific Skill Queues IVR

6. What are Callers Doing with Agents when they Request Immediate Transfers • Are callers asking agents for: • Support on tasks that are not available on the IVR? • Mundane information that is easily available on the IVR within 60 or 90 seconds? • Mundane information that is not easy to get to on the IVR? • Without analyzing the End-to-End Call, one can’t answer the above questions

7. What Balance Should I Achieve Between Caller Experience and Operations Costs? The Balance? Make it easy for callers to get agents? Reduce agent costs as possible? • What do I need to know: • Why do callers transfer? • What do they do when the reach agents, and how often? • What are my company’s market dynamics? • What are my business’s goals ?

8. The Business Considerations Make it Easy to get to an Agent Work Hard to Keep Callers in the IVR Degree of Competition High with a low barrier to churn Low with a high barrier to churn Impact of Caller Experience on Churn High Low Profitability of Each Customer High, cost of a call has minor impact Low, cost of a call has major impact Frequency of Repeat Callers High, causing major impact on profits Low, having little impact on profits

9. Identifying IVR Skills Routing Issues • For each IVR Exit Point, measure the agent-to-agent transfer rate • Listen to calls to determine the cause of the agent-to-agent transfer • Fix the routing; then monitor to ensure the solution has improved

10. Return on Investment Opportunities

11. Listening Methods, Inc. Contact Us to Learn More or See a Demo of Our IVR & End-to-End Call Analytics Solution greg.borton@listeningmethods.com (800) 630-2380 (800) 630-2380 info@listeningmethods.com