10 Checks to ensure automated call handling works for you

You’ve decided that the cost benefits and efficiencies of Interactive Voice Response (IVR) should form part of your response handling strategy. The exact nature of your project will determine what goes into the script and programming. Your Account Manager will listen to you carefully, because by seeing the whole picture we can help you ensure you have thought of everything. You will receive total attention to detail.

1. What is the objective of the project?

Firstly we will clearly identify the objective of the project. Is it to collect information or to distribute calls to different locations or persons? Or perhaps support overflow from live call handling?

2. Call routing

If call routing is the task, we will agree a short script containing the necessary information and instructions.

3. Live call handling

You may also need to consider the need that the caller will want to talk to someone immediately if the script does not cover the answers to their questions. An IVR system should never leave an individual stranded or indeed angry because it fails to enable a successful conclusion to their call. Your call can be diverted to live call handling worldwide and, if the call goes unanswered after a pre-determined time, offer the opportunity to leave a message or choose another option.

4. What data needs to be collected?

If your objective is to collect information we will identify each segment of data required. Frequently this will start with name, address, post code (often repeated as the postcode enables the use of Postal Address File look up’s at a later stage which increases accuracy and saves you money). This part of the call will be spoken and collected as a voice data files. Other information can be collected by use of the telephone key pad (such as credit card number, expiry date, security code) and to answer simple questions e.g. date of birth.

5. Creating a script

Your account manager will work with you to agree a script, which incorporates all the elements required. Our programmer will then create the data element of the IVR structure using pre-programmed elements.

6. Recording the script

You now need to select the voice to be used in the recording – the one that characterises the image required. Henley Marketing can undertake sample recordings or you can record the script from your own office by telephone. And listen instantly to the results.

7. Choosing a type of telephone number

We can advise which type of telephone number to use. An 0870 number the caller pays national rate – often 8p a minute. 0845 is local call cost – around 5p a minute or 0800 calls which are free to caller and paid for by you costing on average 9p a minute. Call charges will vary and can be negotiated depending upon the number supplier and the volume of calls expected. If you need to monitor the source of the call you may need a range of numbers.

The non-geographic number selected will then be pointed at a local number supplied by Henley marketing.

8. Collecting the data

We must also consider the collection of the data recorded. The voice and data segments that comprise a call are posted to a secure web site together with details of the time and duration of the call. Henley’s programmers will build a database to hold the information together with a data capture screen. A member of your data team will listen to the voice elements of the file and transcribe them and, using Postal Address File look up’s, enter the address. Any information recorded as data will be copied over and visually checked.

9. Data security

The data, once transcribed, is available for immediate use. If you require the data forwarded we can agree security software to code and password protect the transmission.

10. Monitoring effectiveness

We will also monitor the effectiveness of the system and provide reports on both completed calls, hang-ups and volumes per hour so that script amends can be made if required.

10 checks which guaranteed your IVR project went exactly to plan

Our Unique Guarantee

To the best of our knowledge we are the only company in the UK to guarantee you that if you are ever disappointed in our service you only pay what you feel is fair.

We are able to make this guarantee through our commitment to our Client Care Promise and the certainty delivered by our rigorous adherence to internal systems.

For more information call 0118 924 1800.