ARCHIVED - Using External Service Delivery Key Performance Indicators

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MAF Category: Stewardship

Theme: Use of Technology

IVR technology is a flexible and comprehensive programmable tool. Once clients are able to access a GoC service by phone, they are most frequently greeted by an automated script that asks them to self-select on criteria presented in the IVR's voice script. GoC call centre managers implement IVRs to handle high volumes of simple inquiries (e.g. "Press 1 to hear our service hours"), to broadcast service status to callers ("We are currently experiencing a heavy load of callers and wait times are beyond our standard of three minutes"), or to react to external events that cause unusual peaks in call volumes (e.g. recent billing problems with a major telephone company). When used judiciously, technology can significantly improve service levels by deflecting these types of calls away from agent queues.

The working group defined two specific measures addressing Use of Technology. Call Avoidance counts the number of callers who hang up immediately after an early "broadcast" message. Hang-ups after the broadcast message are assumed to be successful calls in that the caller likely received the correct answer or has decided to access the service at a later and, potentially, off-peak time. Calls Answered by IVRmeasures the percentage of calls that were either a) terminated by the caller after a content message was delivered or b) terminated by the caller within the IVR script. While the first definition provides a more accurate measurement of successful service, not all ACDs have the feature to mark specific portions of the IVR script as a successful completion.

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