Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

A poorly designed IVR application can cost hundreds of thousands – even millions – of dollars in low usage, irate customers, and lost business. On the other hand, a well designed IVR can save your call center anywhere from $5 to over $10 on every completed call, as well as improve customer satisfaction.

In this seminar, you’ll learn the keys to designing successful, customer-focused IVR applications. We will:

Cover the basics of design – and redesign – for both touchtone and speech recognition
Provide a step-by-step overview of the process from development to implementation
Discuss how to keep your IVR application running smoothly

We’ll also discuss deciding whether to use touchtone or speech recognition and the keys to success when transitioning from a touchtone to a speech application. And we’ll include ways you can evaluate your own IVR applications in line with best practices to increase use.

Seminar Outline

The Role of IVR in the Call Center

IVR use
What are the issues
Start with strategy
How to get callers to use your IVR
Key trends

Touchtone vs. Automatic Speech Recognition (ASR)

Similarities/differences
How can ASR help?
Dos and don'ts when transitioning

Design and Implementation

Design steps
Critical elements
Acceptance and usability testing

Best Practices for Designing IVR Applications

Consistency across channels
Customer-centric design
Consistent user interface
Enable transfers in and out
Scripting and dialogue design

Managing and Monitoring your IVR

Audit regularly
Reports and metrics
Caller feedback

Value added materials

Printable Slide Presentation
IVR Best Practices
IVR Design Standards
Sample Implementation Process and Schedule

Who should attend?

Call center personnel who are responsible for self-service or IVR design and maintenance. IVR designers or call center managers who want a better understanding of the overall IVR development and implementation process.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

"Excellent quality of presentation and content."

Gregory Hedges, Director, Customer Interactions Pty Ltd, Australia

"Presenters were very knowledgeable. Moderator did a great job keeping the seminar on schedule."

Scott Murphy, Call Center Manager, Employees Retirement System of Texas