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Your Organization Needs a Superhero The Voice Portal Specialist. Overview. Case study follows Blue Shield of California’s journey in IVR design and development / creation of Voice Portal Specialist (champion for the caller) Balance between cost-saving automation and customer satisfaction. - PowerPoint PPT Presentation
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COMMIT WITH CONVICTION EXECUTE WITH PRIDE EXCEED EXPECTATIONS
“A strategic services company building uncommon value based on mutual trust”
PTP Proprietary and Confidential
Your Organization Needs a SuperheroThe Voice Portal Specialist
PTP Proprietary and Confidential
Overview
Case study follows Blue Shield of California’s journey in IVR design and development / creation of Voice Portal Specialist (champion for the caller)
Balance between cost-saving automation and customer satisfaction
PTP Proprietary and Confidential
Blue Shield of California (BSC) is a not-for-profit health plan
BSC serves3.3 million members
171,000 providers & pharmacies
Individual & group brokers
New speech-enabled IVR applications for members, providers and brokers
ROI based on increased Call Avoidance Rate (CAR)
Bilingual English and Spanish for Members
PTP Proprietary and Confidential
Replace PBX-based legacy IVR
Increase self-service
Increasing call avoidance rate (CAR)
Customer satisfaction
Personalize experience
Challenge
Focus on User Experience
PTP Proprietary and Confidential
Design Lifecycle
Requirements
Persona design
/ style guide
Call flows, sample calls, user interface design
Record prompts
Usability testing
Tuning
PTP Proprietary and Confidential
Benefits
BSC gained the following:
CAR increased over 40%
Customer experience
(satisfaction) increased
Cost per call decreased
PTP Proprietary and Confidential
Post-Deployment Pitfalls
Prompt changes that affect grammars
Poorly-written or out-of-persona prompts
Band-aids (e.g., DTMF in speech)
Haphazard prompt recording
Addition of information up-front or in queue
Web deflection messages
Repetition of call monitoring disclaimer
Questions that only affect small number of callers
“Your call is very important to us“
PTP Proprietary and Confidential
Voice Portal Specialist
Liaison between:
IT
Business
Marketing
Legal
Vendor support
Represented a move away from ticketing fulfillment
(IT) environment to a user-centric environment
(business)
PTP Proprietary and Confidential
Job Description
Responsible for functional and interactive portions of
the caller experience, including:IVR
Call flow (before, during, after IVR)
Prompt content
AudioVoice talentRecording studioAudio quality
CTI/Screen pop
Call routing
Post Call Survey
Hold Music & Messages
Workflow management
PTP Proprietary and Confidential
Call Avoidance Rate
Legacy System: 2 to 5%
New System
At Launch: 10-15%
Now: 32%--very good for
health care
And these numbers are
increasing!
PTP Proprietary and Confidential
Member CAR
PTP Proprietary and Confidential
Thank You!
(415) 632-8261
(209) 371-3033
