IVR Scripting for Effective Call Handling

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IVR Scripting for Effective Call Handling
Becky Paul Director of IVR Milsoft Utility
Solutions, Inc. Patricia Richards IVR Testing
and Training Coordinator Milsoft Utility
Solutions, Inc.
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Improve the Caller Experience

• Improve Call Flow
• Improve vocabulary
• Natural
• Concise
• Improve recognition
• Add key words
• Tuning

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Improved Efficiency

• Shorten call length
• Higher call capacity
• Minimize need to transfer to CSR
• Minimizes hold time for those who do
• Consolidates reporting
• Improves Caller Experience
• Confidence in IVR applications
• Increased usage
• Improved Service to Customer

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Use Milsofts Expertise

• How does the call flow between a CSR and your
  customer?
• For Inquiry
• What payment amounts do your customers normally
  choose?
• Total due
• Past due
• Other amount (if partial can it result in a
  disconnect?)
• Do customers normally pay on additional accounts?
• Do you offer payment extension?

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• Examples

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• Sign up now!

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• Thank you!