Planning an IVR

[madmonkeys]

Hi Guys,

I am looking for some information on how IVR's work. The reason I am asking is because we are planning to bring our IVR in house but what I need to understand is how do you work out how many lines going into the IVR we are going to need without callers not being able to get through.

Hope this makes sense and you are able to help.

Regards,

Nigel Taylor

 

[johnpoole]

look at your peak traffic and plan 30 percent above that. you'll usually want a miran with broadcast enabled to buffer the callers.. i usually try to get callers in and out as soon as possible... the units at banks i've installed are just the opposite.. they depend on completing a call and never speaking to an agent.. more of the ones i've installed were based on getting the call to the best agent as fast as possible... looking at the clid, maybe a lang choice and account number... most larger operations that do that have unique numbers as to the purpose of the call... 1800xxx for buying 1800abc for a claim etc.. that helps automate the call flow... there is some help in the planning and engineering manuals..BUT each case has to be planned on a persite bases... my small ivr here is just for one very minor dept and expects the user to complete the transaction or 0 out in the 1st few seconds...

john poole
bellsouth business
columbia,sc

 

[madmonkeys]

Thanks for the reponse John.

On a diffent note. I have one extension in our call centre where the display is being shown in spanish. Do you know where the setting is to change the language?

Regards,

Nigel

 

[acewarlock]

Change it on the phone. read the phones user card.