speechtek university outtakes 2014: zero out strategies
TRANSCRIPT
SpeechTek Outtakes
Crispin Reedy
2
Current VUI IVR Design Guidelines• “Sorry” Doesn’t Cut It Anymore• Menu Design: Flat Not Deep
What I Didn’t Have Room For:• Zero Out Strategies• “Help” for the Helpless• Why You Should Bury Your Authentication• Grice’s Maxims and Error Messages
© 2014 Versay Solutions LLC
Website
These tips are
typically for
system-directed
apps
3
Zero Out Strategies• When the caller can get to “a real human.”
4UniversalStudios.com
If you build it, they will use it!
5
Zero Out Strategies
So how do we decide?• Business decision• Customer service
vs.• Too much call volume
6
Zero Out Strategies• Example 1: “Aggressive Containment”
– Zero out is never / rarely prompted for– Zero may not even be enabled at all *NOT
RECOMMENDED*– Operator may be associated with a key other than
0 *ALSO NOT RECOMMENDED*– Upside: Lower call transfer out volumes– Downside: Lower caller satisfaction
7
Zero Out Strategies• Example 2: “Super Serviceable”
– Zero out is enabled everywhere– Zero out is prominently advertised
• Main menu• First dialog state• Initial prompts
– Downside: Call volume coming out of the system– Upside: Caller satisfaction
• If you only have one call center group
– Downside: Caller dissatisfaction if they get to the wrong place and have to be transferred
8
Zero Out Strategies• Example 3: “Goldilocks”
– Zero out is always enabled• Call center MUST provide “ultimate default bucket”
– Zero out is strategically advertised• Places where caller appears to be having difficulty• Second and/or third reprompt• After caller has already done some self-service
– “Backoff” menu may be employed to route callers whose final destination is unclear.
Zero Out Strategies: Backoff Menu• System: Welcome to
Acme Insurance. You can say, “Claims,” “Policy Information,” or “Sales.”
• Caller: Claims• System: Sure. Is that a
“new claim” or an “existing claim.”
• Caller: <presses 0>• System: One moment
while I transfer you to the claims department.
• System: Welcome to Acme Insurance. You can say, “Claims,” “Policy Information,” or “Sales”
• Caller: <presses 0>• System: Sure, I’ll transfer you
now. Just so I can get you to the right place, please say one of the following: “Claims.” “Policy Information, or “Sales.”
• Caller: Claims• System: One moment while I
transfer you to the claims department
10
Zero Out Strategies• The right one for you?
– It depends!