IVR Best Practices Survey 467-v1 1_CGedits 5 10 05

IVR Best Practices Survey 467-v1 1_CGedits 5 10 05 -...

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IVR B EST  P RACTICES  S URVEY  # 467 S ELECTED  F INDINGS  & I NTERPRETATIONS by Dr Jon Anton Director of Research Purdue University Center of Customer-Driven Quality Cory Gunderson  Communications Manager BenchmarkPortal Inc. John Chatterley Director - Content & Analysis BenchmarkPortal Inc. May 6, 2005 V1.0
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Best Practices IVR Survey – Selected Findings & Interpretations Introduction This report presents key findings and interpretations of a custom survey, titled “IVR Best  Practices in Call Centers,” conducted in Q2 2005 by BenchmarkPortal, Inc. in association  with the Purdue University Center of Customer Driven Quality, and sponsored by Edify  Corporation.  The survey questionnaire of key performance indicators (KPIs) for IVR management and  usage, with emphasis on speech-enabled IVR systems, consisted of over one-hundred fifty  individual data points and represents the responses of call center managers across the  entire spectrum of industries that use call centers as their primary contact point for  customer service and support. This report is aimed in particular at call center managers  and senior executives. The results of the complete custom survey can be found in  Appendix A. Copyright 2004 BenchmarkPortal, Inc. 2
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Best in Class Practices Headset Survey – Selected Findings & Interpretations Figure 1.  Question: What industry does your call center serve? Finding: One-out-of-five call centers participating in the survey belong to the  financial services industry.  Interpretation: The call centers participating in this survey represent a broad cross- section of the entire call center industry. 3 Copyright 2005 BenchmarkPortal, Inc. Industries Represented by Survey Participants 7.02% 21.05% 15.79% 12.28% 10.53% 10.53% 7.02% 5.26% 3.51% 3.51% 1.75% 1.75% 1.75% 1.75% 1.75% 1.75% 0% 5% 10% 15% 20% 25% Other Financial Services Travel Insurance Computer/Technology Consumer Products Telecom/Cable/Wireless Government Transportation Healthcare Education Manufacturing Media/Publishing Postal Administration Outsourcing Utilities
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Best Practices IVR Survey – Selected Findings & Interpretations Figure 2. Question: How many (Full-time Equivalent) call center agents does your  organization currently employ? Finding: About one-out-of-three call centers participating in the survey have  50 or fewer full-time-equivalent agents, and about one out-of-every  six call centers surveyed have more than 500 full-time-equivalent  agents.  Interpretation: The average number of full-time-equivalent agents in call centers  participating in this survey is around 150.
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IVR Best Practices Survey 467-v1 1_CGedits 5 10 05 -...

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