Interactive Voice Response (IVR) Balanced Scorecard
KPI Name: Interactive Voice Response Balanced Scorecard Metrics
Related KPIs: Customer Relationship, Call-Center, Help Desk, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty
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Customers also viewed: Knowledge Management Scorecard
Sample reports:
Some reports were generated with Balanced Scorecard Designer for the Interactive Voice Response Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
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Description by authors:
In the modern competitive world it is becoming ever more difficult to capture customer feedback. Traditional methods of receiving customer feedback, including mail and live interview calls, are too expensive for most organizations. Besides, in most surveys the participation rates have dropped to as low as 1 percent. However, using Interactive Voice Response applications allows an organization to get the customers- feedback more quickly and easily, with much higher participation rates. This up to date customer feedback is critical for creating an effective customer retention strategy in an organization.
KPI in Excel – Screenshot:
