CASE STUDY QUESTIONS
What are the business benefits and limitations of IVR at Verizon and others? Benefits:
It allows callers to get answers to standard questions simple and easy in seconds, without the need for an agent. It allows customers to get information they need, when they need it 24 hours a day 7 days a week. It allows a reduction in human resources tasks such as routing calls to the right agent, answering frequently asked questions, and providing status of customer orders. The IVR has the capability to store answers made by callers and provide minute by minute details to customers to keep them satisfied. It saves the companies millions of dollars.
The Interactive Voice Response (IVR) can be frustrating and infuriating to customers because they want to talk to a human being and they only get a computer. The IVRs can have customers suffering through long prompts, inconsistencies, and failed customer satisfaction. IVRs can be expensive and you constantly have to keep changing the program to keep it current and up to date.
How could their uses of IVR be improved?
By making the IVR more customer friendly and treating callers with respect, by giving the system the intelligence and information it needs to treat each caller as an individual with specific needs. (add more information)
What types of business situations would benefit most from IVR technology? Large companies like banks and credit card companies that provide IVR technology to a larger number of customers so they can receive up-to-date account information instantly and easily without having to speak directly to a person. (add more info)
Which ones would benefit less?
The small businesses would benefit the least from implementing IVR solutions. They would have to face some huge hurdles to get the technology implemented such as cost and the...
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