Leveraging The Ivr Self-Service Phenomenon In Contact Center Outsourcing (Strategy Focus)

Summary

A strategic discussion of how contact center outsourcers can use IVR self-service technologies as a means of increasing profitability.

An overview of the growth of IVR voice business solutions and the principal reasons for this expansion
A description of the ways in which contact center outsourcers can use IVR solutions as a means of ensuring quality in their customer care initiatives
How contact center outsourcers can save on overheads over the long term by using IVR solutions
The limitations of IVR in the context of today's outsourced contact center

Market size of the global and regional IVR speech self service market

Strategies for gaining new clients through the promotion of IVR self service

A description of what IVR self service solutions can do for contact center outsourcers and what its limitations may currently lie

Learn about the use of IVR self services in an outsourced contact center facility
Understand the main areas of customer satisfaction that can be enhanced using IVR deployments in an outsourced contact center
Comprehend how IVR self service tools can help lower overall costs for outsourcers and their clients

Companies Mentioned:

Central European Media Enterprises Ltd.

Catalyst
Summary
Analysis
- Speech automation continues to grow as a means of customer care
- Global analysis
- Regional analysis
- Reasons for growth
- Reduced costs
- Reduced complexity
- Better functionality
- Pervasiveness
- IVR can help outsourcers increase quality interaction
- Effective routing
- Shorter call times
- Alternative to offshoring
- Brand re-enforcement
- IVR can reduce outsourcing costs and improve efficiencies
- Reduced AP count
- Fewer agents
- Check against rising agent costs
- Automation of basic tasks
- Outsourcers need to be conscious of IVR's limitations
- Client push-back
- End-user resistance
- Commercial opportunities
- Simple tasks
Actions
- Gain IVR development capabilities
- Partnering
- In-house
- Emphasize customer satisfaction potential to prospects and existing clients
- Tailor straightforward solutions to the client's needs
- Examine relevant geographic and vertical market for self-service emphasis
Appendix
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
List of Tables
- Table 1: Global voice business value chain revenues, 2005 - 2010
- Table 2: Global voice business value chain revenues: regional analysis, 2005 - 2010
List of Figures Figure 1: Global voice business value chain revenues, 2005 - 2010
- Figure 2: Global voice business value chain revenues: regional analysis, 2005 - 2010
- Figure 3: What are your major headaches with regard to your call centre? (1 - Smallest Headache; 4 - Biggest Headache)