Term Paper
ANALYSIS OF THE CURRENT IVR SYSTEM
ANALYSIS OF THE CURRENT IVR (INTEGRATED VOICE RESPONSE) SYSTEM AT SHOP MART
By: Velissa Barr
Systems Analysis
INF 630
Dr. Allyson Heisey
Submission Date
ANALYSIS OF THE CURRENT INTEGRATED VOICE RESPONSE SYSTEM (IVR)
Purpose
The name of the system is interactive voice response (IVR) system and the purpose of evaluation is to understand how IVR system can be made more effective and less annoying for a customer. In other words how IVR can help a customer understand the value placed by the organization on his relationship with the company.
History
IVR system was introduced in the shop mart (fictitious), retail organization’s helpdesk in order to save money (McKeen, J.D. & Smith, H.A. 2009). There was a need to introduce this system way back in 1995 because of the limited number of customer service representatives. The IVR tree has not been modified much since then and has ten questions. Prior to this, a sister organization which was a clinic was using IVR and it was working perfectly for the purpose of diagnosis because the patients were more ready to share the information with the IVR than with the clinician (Piette, J.D. 2000). Taking a clue from this success, the IVR was implemented in the retail business as well. But, very few changes were made or in other words the IVR lacked customization. But the issues being faced in the retail business were; firstly, the customers dislike the IVR experience very badly and have voiced this dislike many a times. Secondly, customers find it irritating to reveal their relevant information like date of birth, card number, etc twice, once to the IVR and once to the customer service representative. Thirdly, the customers felt that they were not valued and the number of calls coming into the helpdesk had reduced drastically because the sales had come down as well.
Scope
IVR (Integrated Voice Response) system is used in a lot of organization as a means of
ANALYSIS OF THE CURRENT IVR (INTEGRATED VOICE RESPONSE) SYSTEM AT SHOP MART
By: Velissa Barr
Systems Analysis
INF 630
Dr. Allyson Heisey
Submission Date
ANALYSIS OF THE CURRENT INTEGRATED VOICE RESPONSE SYSTEM (IVR)
Purpose
The name of the system is interactive voice response (IVR) system and the purpose of evaluation is to understand how IVR system can be made more effective and less annoying for a customer. In other words how IVR can help a customer understand the value placed by the organization on his relationship with the company.
History
IVR system was introduced in the shop mart (fictitious), retail organization’s helpdesk in order to save money (McKeen, J.D. & Smith, H.A. 2009). There was a need to introduce this system way back in 1995 because of the limited number of customer service representatives. The IVR tree has not been modified much since then and has ten questions. Prior to this, a sister organization which was a clinic was using IVR and it was working perfectly for the purpose of diagnosis because the patients were more ready to share the information with the IVR than with the clinician (Piette, J.D. 2000). Taking a clue from this success, the IVR was implemented in the retail business as well. But, very few changes were made or in other words the IVR lacked customization. But the issues being faced in the retail business were; firstly, the customers dislike the IVR experience very badly and have voiced this dislike many a times. Secondly, customers find it irritating to reveal their relevant information like date of birth, card number, etc twice, once to the IVR and once to the customer service representative. Thirdly, the customers felt that they were not valued and the number of calls coming into the helpdesk had reduced drastically because the sales had come down as well.
Scope
IVR (Integrated Voice Response) system is used in a lot of organization as a means of
References: McKeen, J.D. & Smith, H.A. 2009. IT strategy in action. Pearson Education,New Jersey, 155. Piette, J.D. 2000. Interactive Voice Response Systems in the Diagnosis and Management of Chronic Disease. The American journal of managed care. Vol6.no7.Stentiford, F.W.M. and Popay, P.A. 1999. The design and evaluation of dialogues for interactive voice response services. BT technology journal. Volume 17, issue 1, pp-142-148. 2013. Closing the Feedback Loop: An Interactive Voice Response System to Provide Follow-up and Feedback in Primary Care Settings. J Med Syst. Willig JH, Krawitz M, Panjamapirom A, Ray MN, Nevin CR, English TM, Cohen MP, http://www.tctecno.com/ivr/ivr-features-&-benefits.html Fox, D. (2012). Research reveals consequences of companies ' poor automated phone systems. KSFY abc, Retrieved from http://www.ksfy.com/story/19260215/research-reveals-consequences-of-companies-poor-automated-phone-systems Tuttle, B. (2011, August 25). Customer service done right: When an actual human being answers the phone read more. TIME Moneyland, Retrieved from http://moneyland.time.com/2011/08/25/customer-service-done-right-when-an-actual-human-being-answers-the-phone/