Optimization of Voice Response Menu Drives Improved CX and Cost Savings

Due to overly complex and confusing menu options, customers were becoming frustrated as to how to respond, which lead to excess cost for the enterprise to serve the customer.
Northridge was engaged by a client to optimize their Voice Response Menu, where the services provided were complex and required unique, highly skilled agents to support their customers.
Northridge developed a set of specific recommendations relative to their routing, scripting, and menu options that allow the client to improve customer satisfaction, lower misdirect calls, transfers, and optimize the call queues.

Misdirects due to multiple, inconsistent Voice Response Menus with complex multi-level scripts reduced from 16% to 3% by streamlining the design.
Enhanced the Automated Call Distribution (ACD) environment to route calls based upon skill, priority and agent availability, fully leveraging the capabilities of their ACD.
Enabled systemic analysis of traffic and routing, rather than the manual ad-hoc analysis the client had been performing.
Integrated Workforce Management recommendations, and consolidated queues enabling significant operational savings

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