IVR/ASR Automated Technology
Blending LiveOps Talent with Automated Technology
For customers who prefer to utilize automated call technology, our customizable Interactive Voice Response (IVR) and Automatic Speech Recognition (ASR) system is the most user-friendly technology available. We can integrate elements of your brand into the audio, incorporate celebrity voices, and carry the energy of your media into your IVR/ASR to make the IVR/ASR an extension of your brand.
While IVR/ASR technologies typically have a much lower cost-per-call than live agents and in many cases generate a higher average order value, you may want to combine IVR/ASR with LiveOps Talent services to maximize returns.
We've found that several factors are often overlooked, or are difficult to calculate, when trying to determine the total net revenue of a campaign fulfilled through IVR/ASR, including:
Lost Orders
15-20% of callers in our tests dropped off the call when confronted with an IVR.
Lower Conversion
In many cases, a caller will call back several times to go through the menu options or hear different choices. This increases the number of calls and lowers overall conversion.
Higher Return Rates
While customers may initially buy more from a pre-recorded message, they are much more likely to return not only the incremental purchase, but the entire order. When you add the cost of dealing with a return, IVR dramatically lowers your campaign profitability.
The LiveOps Blended Solution
Our customers have found that LiveOps independent at-home agents actually increased their overall campaign revenue. So consider combining IVR/ASR with our LiveOps Talent services so you have the right solution to improve your bottom line.
