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BenchmarkPortal One-Minute Surveytm # 535

Survey Category: IVR Usage

Survey Date: 3/27/2006

Sponsored By: BenchmarkPortal Principal Investigator: Dr. Jon Anton Purdue University Center for Customer-Driven Quality

Survey Responses: 659 Respondents

Industry Sectors Represented: All Industries

Document Tracking Number: SRV535-032706

Find More Surveys At: BenchmarkPortal.com

Question 1

Of the industries listed below, which one best describes where your company belongs?

Description Of Answer Respondents

Consumer Products 4.40%

Financial Services 22.15%

Government 5.31%

Healthcare 7.59%

Insurance 12.29%

Manufacturing 3.49%

Media/Publishing 3.03%

Outsourced telesales 1.37%

Real Estate 0.61%

Retail 4.55%

Technology 4.70%

Telecommunications 8.65%

Transportation 1.06%

Travel/Hospitality 1.52%

Utilities 4.70%

Other 14.57%

Question 2

Approximately how many agent seats are there in your call center?

Description Of Answer Respondents

Less than 20 15.31%

20-50 22.82%

51-100 14.55%

101-150 7.35%

151-200 6.89%

201 - 500 14.85%

greater than 500 18.22%

Question 3

Approximately how many total calls do you handle per month in your callcenter?

Description Of Answer Respondents

Less than 50k 37.25%

50k-200k 30.83%

200k-500k 13.15%

500k- 1 million 9.23%

greater than a million calls per month 9.55%

Question 4

What is the primary type of call at your call center?

Description Of Answer Respondents

Customer service 68.65%

Technical product support 11.13%

Sales and order taking 9.87%

Other 10.34%

Question 5

How would you classify your call center?

Description Of Answer Respondents

In-house call center handling customer calls 84.23%

Outsourced call center handling customer calls for clients 15.77%

Question 6

Are your inbound calls first routed to an Interactive Voice Response (IVR) unit?

Description Of Answer Respondents

Yes 73.73%

No 26.27%

Question 7

What is the primary purpose of the IVR at your call center?

Description Of Answer Respondents

Greeting the caller before placing them in the general queue for the next available agent 9.70%

Greeting the caller and determining the purpose of the call to better direct them to an available agent with the proper skills to answer their call 38.15%

Greeting the caller and collecting their information and transferring that information to an agent along with the call 14.66%

Greeting the caller and having them complete their transaction/resolve their question without the aid of a live agent 37.50%

Question 8

Approximately what percentage of the callers that hear your IVR message press the live-agent key to by-pass the IVR altogether, also known as “opting out” ?

Description Of Answer Respondents

Less than 10% 30.52%

from 10% to 30% 33.12%

from 31% to 60% 20.35%

from 61% to 90% 11.69%

Greater than 90% 4.33%

Question 9

Is your IVR enabled with speech recognition?

Description Of Answer Respondents

Yes 25.60%

No 74.40%

Question 10

Why don’t you use an IVR for the initial caller contact?

Description Of Answer Respondents

customer service, i.e., live-agent service 54.17%

We tried using an IVR, but there were too many “opt outs” to a live agent 37.50%

handled by an IVR 54.17%

We are in the process of exploring the use of an IVR 37.50%

We are in the process of installing our first IVR 8.33%