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>>Can
you provide solid statistics for IVR versus live agent?
Do
you have statistics that reflect the cost savings of
customers being served with an IVR versus talking to a
live agent?
Myra's
answer to Can
you provide solid statistics for IVR
versus live agent?
A
Society of Consumer Affairs Professionals (SOCAP) study
reports an estimated median cost per call minute to a
live representative (talk time) is $1.00, while the
median cost per call minute for calls to the automated
response system is $.25.
As
you can see, the potential savings are huge. Of course,
you also have to make sure IVR is a good fit for your
business, your customers, and the nature of your
contacts.
Source:
SOCAP Customer Contact Study: A 1998 Profile of customer
service using toll-free numbers, IVR and the Internet.
1998.
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