Optimization

While “task completion rate” is often used to measure an initial return on investment, the caller experience ultimately determines the long term success of any speech solution. An ineffective caller experience is disastrous for both your callers and your business, as low automation rates, poor customer service, and even customer defection to competition can result.

The Caller Experience is Never Static
Customers base their service expectations and standards on their last best service experience. Therefore, the bar is constantly rising. And, your business does not remain static either. Often, changes in your business strategy affect the services your speech application provides. For example, a customer might call about one of your new products. However, the customer is forced to “zero out” to a live agent because the product name is not recognized by your speech application. Without maintenance or monitoring, these types of problems go undetected and cause significant disruptions in performance.

Caller Experience Optimization Services
Caller Experience Optimization services are designed to help you provide the best overall caller experience on a consistent basis. After performing a preliminary evaluation of your speech application, Versay will recommend a Health Check, Business Revitalization, Usability Assessment, or a combination of services to help you keep your customers happy and the cost savings coming.

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