Outbound Interactive Notifications (IVR) – Proactive Innovation

We’re sure you’ve noticed... people just do not want to sit around and wait for information anymore. With the amount of information at our fingertips, they want to know things immediately...

• If your water is out due to a water main break, you don’t want to have to call your water provider and ask them about it
• If you forgot to pay a bill this month, you don’t want someone to call and ask about it; you just want to complete the transaction as quickly and easily as possible
• If there is a scheduled cable upgrade in your area, you want to know about it instead of turning on the TV and having your Menu Guide look different and confuse you

People also do not tend to check their snail mail as much as they used to, since most things are available online.

This is where proactive outbound notification comes in. Your company can alert overdue customers and prompt them to pay with an outbound call, text or any number of other vehicles, instead of sending snail mail and eventually sending their account to collections. (People are also more likely to respond to a text than pick up a call from a number that they do not know.) This also makes the collections process much more personal, and is likely to increase your revenue.

Event-based caller influx to your contact center, due to events such as a flood or service outage, can wreak havoc on an infrastructure that is not prepared for it. You can take the first step and inform your customers about such issues, so they don’t bombard your agents with questions that you could have answered in a proactive manner.

Key Performance Indicators (KPIs)

• Number (%) of calls transferred to live agent, by containing customers in the self-service IVR
• Reduced queue time, by decreasing number of calls that go to agents
• Decreased average agent talk time, by routing the caller to the correct agent the first time
• Increased self-service IVR containment rate
• Number of calls completed successfully by the outbound IVR
• Number of transactions completed as a result of the outbound campaign

MicroAutomation’s MicroMessenger offers proactive outbound notifications made simple. Click here to learn how MicroMessenger can help you to improve your business and make your customers happy.