In an increasingly competitive market with a knowledgeable consumer base, it is critical to have top-notch customer service in your call centers. Do you have a solution in place to provide this? Kenway Consulting will partner with you to help you design a comprehensive Interactive Voice Recognition (IVR) solution in order to accurately route callers to the correct agents, provide focused customer service, increase self-service opportunities for call automation and generate significant ROI.
At Kenway, we specialize in creating business value. Much of that value comes through the appropriate implementation of technology solutions. We understand the importance of designing a user-friendly IVR solution to help drive business success through improved customer satisfaction. First and foremost, Kenway seeks to understand your business objectives, your current state and your strategic goals. We then partner with your business experts to align your business objectives with your strategic goals through our thorough functional requirements definition process.
Kenway can help your company build a road map that outlines the enterprise strategy for your IVR solution, as well as help you select the right vendor for your needs. We have the expertise to span your business and IT organizations to help convert functional requirements into a User Interface design that is accurate, efficient and customer friendly. Our designs will utilize customer and call data analyses to help intelligently drive the call flow and reduce the time customers spend in the IVR. Further, our database-driven design provides flexibility to adjust your customer experience as your business needs and/or your customer needs evolve over time.
Already have an IVR and seeing your agent-to-agent transfers increase or your Net Promoter Scores decrease? Kenway will partner with you to analyze the callers’ paths through the IVR and assess the impacts to usability. Kenway can evaluate your call centers’ methods and procedures and help improve your Net Promoter Score.