• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
IVR Technology Group

IVR Technology Group

Delight Customers. Reduce Costs. Increase Efficiency

  • IVR payments
  • text payments
  • products
    • Automation Platform:
      Roll your own voice & text applications
    • Payments Suite:
      IVR payments by phone, text & chat
    • Broadcast Suite:
      Automated alerts by voice, text & email
    • White Glove IVR:
      We can help decrease agent call volume
    • Automation Solutions:
      More CS automation solutions.
  • about
    • About Us
    • FAQ’s
    • Security First
    • Careers
    • Partner With Us
    • Our Valued Partners
  • contact
  • blog
PCI DSS Certified Level-1 Service Provider

Customer Story: Highly Secure IVR Voice Surveys

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.

Surveys story

Primary Sidebar

Follow us on LinkedIn for all our latest posts.

Get Rapid Customer Feedback With IVR Surveys & Qualtrics

Case Study: Growing A Bank Through UCaaS & CCaaS Integration

The #1 Reason To Choose A Contact Center as a Service

Customer Story: Building World-Class CX With IVR Voice Surveys

This is what an IVR can do.

What is Interactive Voice Response (IVR)?

Reduce Contact Center Costs With an IVR System

How IVR Systems Help Reduce Contact Center Agent Turnover

SMS Text Messaging Tactics For Black Friday Success

Unified Communications as a Service: What You Need To Know

Footer


circle-twitter
circle-linkedin
circle-facebook
circle-mail
circle-phone
IVR Technology Group
HEADQUARTERS
  65 Lawrence Bell Drive, Suite 102
  Amherst, New York 14221
  1-716-250-2800
DALLAS SALES OFFICE
  1090 Texan Trail
  Grapevine, TX 76051
  1-972-846-4100
Client Login
SiteMap
Press
Contact Us
Privacy Policy
compliance

© 2021 · IVR Technology Group, LLC · all rights reserved