In a previous article, we addressed the importance of 5 Metrics to Score Your Customer Service. These 5 metrics included queue wait time, call abandon rate, call handle times, expected revenue per call, and expected refunds per call. While important, these customer service metrics are almost impossible to accurately measure when dealing with live customer service representatives. This is due to the inconsistency from one representative to another, which is impossible to eliminate, unless an automated IVR customer service system is in place.
An automated IVR customer service system handles every call exactly the same with consistent messaging, tone of voice, etc. This provides a perfect baseline for your customer service metrics. When your automated IVR is integrated with your CRM, the system is able to identify your customer (by their phone number or other variables). This allows the automated IVR to greet customers by name, pull up their record and know what state their order is in. With this additional information, you can begin testing your customer service system for specific groups of customers and know, without any doubt, you are improving the performance of your customer service.
If strictly using an automated IVR customer service system is not applicable to your company, there is always the option to blend the two approaches. Start out with an automated system, but offer the option to speak to a live representative at every step in the phone tree. Until a customer chooses the option to speak to a live representative, their interaction with your automated system can be added to the statistics contributing to the baseline performance of your customer service.
Another pro for using an automated IVR customer service system is the 24/7 availability. The automated system can receive calls at any time, including holidays, which allows you to constantly collect data contributing to your customer service metrics. More data means you can come to conclusions about your customer service metrics (with a statistically valid sample size) much more quickly than limiting your data collection to standard business hours.