BLOGS

IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

Industry

Contact Center for Credit Unions: 3 Ways ComputerTalk Improved SCCU’s Operations

by Anastasia Micic | Published On December 15, 2023

It's important for banks and credit unions to provide seamless member support through their contact centers. Learn how ComputerTalk’s ice solution made a quick and measurable impact on a BC-based credit union.

About Sunshine Coast Credit Union

Sunshine Coast Credit Union is a full-service financial institution that delivers commercial and personal banking services to over 17,000 members. Their mission is to provide individuals with the best advice and ensure their members’ financial health is secure.

Before discovering ComputerTalk’s ice Contact Center, Sunshine Coast Credit Union (SCCU) did not have a contact center solution in place for their operations. Instead of a structured queue system, supervisors assigned calls to agents randomly. Supervisors also relied on Microsoft Excel for tracking data. In addition, there was limited flexibility for agents to work remotely.

Continue reading to discover how ice supported SCCU’s transition to a more efficient contact center and the challenges it solved.

1. Improved first-contact resolution

Before implementing ComputerTalk’s ice solution, calls were assigned to agents based only on their availability rather than considering their skills and experience levels. The absence of a structured queue system resulted in members being transferred to multiple agents and undue stress on the agents.

Since transitioning to ice, SCCU has implemented skills-based routing, meaning that agents are assigned to a queue based on their knowledge or skills, ensuring that callers are routed to the most suitable agent. This has reduced the number of times members are transferred to different agents, leading to higher member satisfaction.

2. Elevated decision-making

Previously, SCCU supervisors had to manually enter the data they gathered after each interaction into Microsoft Excel, which was time-consuming and prone to human error.

Now with ice Contact Center, supervisors can access data related to call volumes and member wait times, and pull reports via the iceReporting interface, eliminating the need for supervisors to manually input the data they need to make strategic decisions related to the contact center’s operations.

Furthermore, iceMonitor provides supervisors with a clear view of agents’ productivity levels by allowing them to examine different KPIs such as grade of service. Both tools equip supervisors with the information they need to measure the efficiency of the contact center.

3. Enhanced flexibility

SCCU agents were restricted to on-site operations; if agents were sick or unable to come into the office due to weather conditions, they were not able to work from home. This meant that there were fewer agents available to handle call volumes, causing increased stress for those in the office and prolonged member wait times as some calls went unanswered.

As a cloud-based solution, ice enabled SCCU agents to work remotely, ensuring smooth business operations, especially during the COVID-19 pandemic. After adopting ice, Sunshine Coast Credit Union has been able to operate with a hybrid work model. The flexibility of working from home allows agents to create a more balanced work-life schedule, leading to an increase in staff retention, and bolstering agent productivity.

Explore further

Click here to access the full case study and learn more about Sunshine Coast Credit Union’s story.

If you’re looking to enhance your overall contact center operations, whether it’s through improved agent response times or advanced monitoring and reporting, reach out to a ComputerTalk representative today!

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

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