18059 - Integrated Voice Response Review

Integrated Voice Response Review – RFP Requirements:
This project requires an expert review of current call centre systems and structure to recommend the most appropriate structure to support that demand (system and resources).
Purpose:


To improve learner experience when contacting the College by phone:

• Review of automated menu tree and navigation prompts (right connect calls)
• Investigate potential self-serve actions by phone (e.g.: reporting a payment, checking balance)
• Voice recognition review
• Reduction in abandoned calls through an expert system and service review
• Reduce the wait time per caller through a root cause analysis (e.g.: # of employees, system limitations, etc.)
• Messaging while on hold prompting self-serve action via student portal

• Reduce wait time thereby reducing employee stress and improving employee productivity
• Ease of access to self-service in person and online – increase learner satisfaction
• Reduced abandonment rate – reduces reputational risk
• Alignment of current state with best practices
  • Including alignment of current system with best practice systems

• Current State Analysis
• Organizational call centre expectations and goals
• Current system limitations and possibilities
• Volume management
• Current state analysis
• Proposed migration plan
• Proposed transition roadmap for high level budget planning
• System modifications (if applicable)