Success Metrics to indicate Superior Customer Experience
If implemented properly, and optimized based on measurable results, Conversational IVR has the potential to redefine voice automation in contact centers. Conversational IVR enables brands to enhance customer experience and drive exponential ROI. Here are a few success metrics that indicate how effective the implementation was in meeting the expectations of both the brand (in terms of business objectives) and the customer (in terms of experience).
- CSAT & NPS: Customer experience metrics like CSAT and NPS paint an accurate picture of how successful the IVR automation solution is when it comes to answering customer queries or resolving issues with minimal friction. These metrics will also reflect customer feedback on the IVR’s conversational flows.
- Wait Times: Conversational IVR will significantly reduce time it takes for a customer to receive assistance. If it works correctly, simple queries will be seamlessly resolved by the AI, while complex queries are routed to the relevant human agent. Reduced wait times will indicate the success of the solution at efficiently managing query volumes, and improving customer experience.
- Call Containment: A contact center’s call containment rate indicates the percentage of incoming calls handled by the IVR end-to-end. A higher containment rate indicates that the AI is able to understand customer intent and provide the appropriate resolution for a large proportion of the inbound queries - highlighting the success metrics of IVR automation.
- Cost Per Call: The cost per call, one of the most critical success metrics, when handled by a traditional IVR system, tends to be relatively high, which makes scaling up an expensive proposition. Conversational IVR automation can reduce the cost per call to as much as one-eighth of a traditional voice interaction that helps in the saving of overall operational costs for contact center businesses.