Listening Methods employs a continuous cycle of improvement to optimize voice IVR self-service initiatives. Once the Listening Methods Sound Analytics™ solution is installed, the system creates an accurate baseline of how the IVR self-service system is performing. Next, our consultants define an approach that’s consistent with your goals for customer IVR self-service and end-to-end call handling strategies. Since Sound Analytics™ automatically identifies goals to actual performance, opportunities for improvement are apparent. Once the opportunities for improvement are identified, they’re rank ordered by their financial and customer service impact to the business. We then drill down into detailed views of the IVR’s operation to identify the root cause of issues attributable to variations from goals.
Armed with this information, our consultants design an approach to cure system defects and implement changes based on your business priorities. Once system improvements are implemented, the Listening Methods solution will continuously monitor IVR performance to ensure that goals are met, identify emerging issues, and ensure that the changes made continue to perform. The following diagram illustrates the Listening Methods approach.
