Why Case Studies of IVR Solutions are an Essential Part of the Investment Process

The task of selecting the right system from the range of ivr solutions available is not straight forward. The simple reason for this is that the level of investment is high, and when it comes to making a change, no matter how small, that will affect the call handling efficiency of a centre, careful study of all the options is the least to be expected.

For all call centres, there is a desire to improve efficiency, as well as reduce the overall running costs. It makes good business sense after all, and by choosing to purchase one of the latest interactive voice or speech recognition applications, there is a clear intention to make such improvements a reality.

Of course, every investment carries with it some degree of risk, which is why it is important to get the investment right. When assessing the potential worth of making such an investment, it is important to look at ivr case studies, for a number of reasons. Primarily, they can reveal the practical way in which the chosen system can be applied, but they can also show how a particular solution impacts on business performance, and can provide a helpful comparison between a range of possible solutions.

Revealing the Practical Aspects

In essence, case studies are design show how a system performed in similar circumstances so that any call centre considering an particular solution can learn from these previous examples. It may not necessarily be in the same industry sector, but there must be similarities such as in size and scope of services provided, the demand placed on those services by clients and consumers, and the effectiveness that the system or software had in dealing with the overall situation.

Once these details are presented, the likely level of success that a particular solution may have will be clearer. And though there can be no guarantee that the same results will be enjoyed, this knowledge can then be used as the basis of a final decision. Of course, the failings revealed in any case studies can also be highly valuable, allowing call centres to make amendments in order to avoid a similarly poor fate. However, once again, the knowledge is invaluable.

Revealing the Impact on Business

When an ivr system has been installed and the software been put to full use, the impact that it can have on business over a given period of time can become clear. The impact can be either positive or negative, but as is the case with the practical aspects of systems, the lessons to be learned are invaluable. It could be, for example, that the proposed system provided a higher level of call handling efficiency, and this served to generate higher client confidence, which led to a growth in clientele and, by extension, incoming calls.

On the other hand, the case study may reveal that a proposed system struggled to improve a handling efficiency of a particular centre, and actually lead to a fall in the number calls being handled, and eventually of clients. Given the similarities in terms of size and call flow, it may then become clear that another option would be more suitable.

Providing a Comparison

Of course, the basic idea of using case studies is that possible solutions at work with certain companies can be compared with the interested call centre to ascertain the likely outcome. However, it is also possible to compare a number of case studies with each other. This may be necessary when more than one prospective ivr system is expected to have the desired positive impact on services, and choosing which system would bring about the best results becomes the issue.

Many of the advantages that come with investing in ivr solutions are quite obvious, ranging from improved call handling efficiency to making considerable savings, with automated systems negating the need to hire more personnel. However, the intricate details of any investment, the possible practical challenges it may produce, and overall effect on business it may have, must also be considered.

By looking carefully at ivr case studies, a fuller picture can be painted to help make a more educated decision. In doing so, a call centre can be more confident that can identify the most suitable of the speech recognition applications available to them. 

About the Author

Sarah Shore is chief article writer for Vicorp, one of the leading global names in ivr solutions in the automated voice services industry. Based in Berkshire, in the UK, the company counts amongst their clients some of the biggest names in the financial and communications industries, including Lloyds TSB and Octus. With the aid of detailed ivr case studies, Vicorp helps clients identify speech recognition applications to cost-effectively deliver superior telephonic self-service experiences.