Efficient and Professional IVR Scripting John Abrams

History
IVR: The machines everyone loves to hate!

Why?

History

IVRs Have a History of Poor System Design.

Definition

Scripting The actual system design and not the system vocabulary

History

Examples of Poor System Design

Too many options Too many selections needed to get the desired results Loops Dead ends

History

Results in a bad experience for the caller

Proper scripting* can greatly improve the customer experience.
*Scripting = The actual system design and not the system vocabulary

History

Scripting for IVR has just about come full circle.

1989 2009

The Continuum

Early systems Time online: 2.5 to 3 min.

More recent systems Time online: 45 sec. to 1 min. Modern systems Time online: 1 to 2 min.

TLC

Giter done

Why the change?

Why the Change? Utilities are willing to trade time online for accuracy, additional information, and overall system efficiency. Utilities are willing to place more responsibility on the consumer.

What Constitutes a Good Script? As much brevity as is possible and practical A design that elicits all the information needed to make the system efficient Clear and concise instructions

Example: Short and simple greeting:

Elapsed time = approximately 10 seconds

Example:
Request appropriate identifier:

Elapsed time = approximately 6 seconds

Optional: Please say yes or no

Example:
If the caller knows the account number:

Elapsed time = approximately 3 seconds

Example:
If the caller doesnt know the account number:

Elapsed time = approximately 4 seconds

Example:
If the caller doesnt know the account number and caller ID is present:
Elapsed time = approximately 10 seconds (including read back) Elapsed time = approximately 4 seconds

If yes, do a look-up and locate account.

Example:
If no, solicit phone number entry.

Elapsed time = approximately 10 seconds (including customer input)

Customer look-up following entry

Example:
If no match, record.

Elapsed time = approximately 12 seconds Allow another 12-15 seconds for caller recording.

If match, go to problem code entry.

Example:
Following successful problem code entry, go to closing.
Elapsed time = approximately 14 seconds

Call completion average is 90 seconds or 1.5 minutes.

Options:
If desired, the following entries may be added:
Callback request Multiple problem codes

Summary
Where to fall on the continuum is an individual decision.
TLC Giter done

Considerations Desired level of efficiency Political considerations Willingness to train the customer Ability of the majority of the customer base to respond in the appropriate/correct manner