A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) survey intended as an end-of-call survey for most callers. However, the process of collecting numeric touch-tone and transcribed open-ended responses need to comply with an extreme level of security and controls.
Achieving A High Security Standard
After an exhaustive vendor search and RFP process, we ended up being the only potential partner who was already operating within a few percentage points of the necessary security standards. It ended up being a trivial matter to refine our security practices. Once we passed a rigorous security and network penetration audit, work began.
IVR Survey
We worked to create an appealing IVR question flow that accomplished the goals of the elaborate survey, without being too cumbersome for callers to complete. The end-of-call queries employed several “skip-logic” questions (follow-up questions matched to specific answers), which helped to reduce the time required to complete the survey.
Results
After eight years, we remain the trusted partner, providing the uniquely secure platform that enables the collection of valuable customer experience data for their government customer. Additionally, we continue to pass the government-mandated annual security audits with some of the best results their auditors have seen.
Takeaway
Our security-first mindset enabled this customer to deliver the exact solution to their government client. The long-term nature of this complicated solution speaks to our commitment.
Learn More
Discover more about how IVR systems help our customers solve complex problems, improve the performance of direct mail campaigns, deliver gold-standard customer service, and solve long hold times.
about the author
Bill Irvine
CMO, IVR Technology Group
An avid User Experience Evangelist and design junkie, Bill oversees all things marketing, design, and social media for IVR Technology Group. When he’s not doing that, he “unplugs” as a gentleman farmer, carpenter, and executive chef to his wife.
