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Advanced Telecom Services has been providing IVR solutions to businesses, brands, agencies, and media since 1989. Twenty-six years later, here's some details about IVR that will still work in 2015.
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An IVR Survey Proposal for 2015
Presented By: Bob Bentz
Frank Butler
July 3, 2014
Customerand
Advanced Telecom Services
Presented To:
Our Silver Anniversary - Established July 15, 1989
Stability - Still owned by two original partners - VP Engineering with ATS since 1995
International - Philadelphia 1989- London 1992- Toronto 1993- Prague 1997- Taipei 1998
Experienced - Over 55,000 IVR Programs established
Our Companies and Brands
You’re In Good Company
Super Bowl XXVII Champions
With the King of Pop
Capacity is not an issue
HeadquartersPhiladelphia
Equipment Rochester, NY Los Angeles, CA
DevelopmentPhiladelphiaBuffalo - TorontoBar Harbour, Maine Capetown, South AfricaPrague, Czech Republic
Offices Philadelphia London Toronto Prague
Sales Offices Austin
Des Moines
IVR Structure
OUR EQUIPMENT BREAKS
But, Chances are,
You’ll never notice
Because
We Take Murphy’s Law Very Seriously
Carriers
Locations
Equipment
Software
Power
Triple Redundancy
Plus,◦ You’ll have all of our mobile phone numbers…
Just in case
Bob Frank
Coming Soon: The rest of the team.
IVR Tips And our Exclusive Recommendations
No options apply
Can’t remember options
Don’t understand options
Provide same info twice
Personal interruptions end call
Voice jail
Good Design Enables Technology
Why People Hate IVR
Aligns with company image Professional voice aligns with target market
- Senior - Male - Michigan accent
4 or less options Concise conversational language that is easily understood Consistent language Describe action, then key press Don’t Disconnect after user error Effective opening prompt System refers to itself as “I”
(Personal connection instead of machine) Let caller know how much to go to complete survey Tested thoroughly
A Good IVR Program
Call when most beneficial to consumer Call when most likely to answer:
◦ Weekends◦ Nights◦ Testing
Display Caller ID ◦ People answer based on this ◦ What is Best Display? ◦ Blocked or Private is lowest choice
Option to reschedule call ◦ Don’t have all information available, like blood pressure◦ “Call me back in 15 minutes”
Voicemail Detection ◦ Play different message
Custom Data ◦ Give ID # on call
Compliance with FTC Telecommunication Standards and Do Not Call Lists
Outbound Calling
Provides phone number now saved on phone Do survey at your convenience Less intrusive reminder
98% of all text messages are read within four minutes of receipt. (MMA)
Text Message Marketing
Why ATS?
ATS 25 years IVR experienceBob and Frank 45 years of IVR experienceAward-winning service bureau RedundancyMobile expertise Deal with an owner
Summary
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