Your Organization Needs a Superhero The Voice Portal Specialist
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Transcript of Your Organization Needs a Superhero The Voice Portal Specialist
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COMMIT WITH CONVICTION EXECUTE WITH PRIDE EXCEED EXPECTATIONS
“A strategic services company building uncommon value based on mutual trust”
PTP Proprietary and Confidential
Your Organization Needs a SuperheroThe Voice Portal Specialist
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Overview
Case study follows Blue Shield of California’s journey in IVR design and development / creation of Voice Portal Specialist (champion for the caller)
Balance between cost-saving automation and customer satisfaction
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Blue Shield of California (BSC) is a not-for-profit health plan
BSC serves3.3 million members
171,000 providers & pharmacies
Individual & group brokers
New speech-enabled IVR applications for members, providers and brokers
ROI based on increased Call Avoidance Rate (CAR)
Bilingual English and Spanish for Members
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Replace PBX-based legacy IVR
Increase self-service
Increasing call avoidance rate (CAR)
Customer satisfaction
Personalize experience
Challenge
Focus on User Experience
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Design Lifecycle
Requirements
Persona design
/ style guide
Call flows, sample calls, user interface design
Record prompts
Usability testing
Tuning
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Benefits
BSC gained the following:
CAR increased over 40%
Customer experience
(satisfaction) increased
Cost per call decreased
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Post-Deployment Pitfalls
Prompt changes that affect grammars
Poorly-written or out-of-persona prompts
Band-aids (e.g., DTMF in speech)
Haphazard prompt recording
Addition of information up-front or in queue
Web deflection messages
Repetition of call monitoring disclaimer
Questions that only affect small number of callers
“Your call is very important to us“
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Voice Portal Specialist
Liaison between:
IT
Business
Marketing
Legal
Vendor support
Represented a move away from ticketing fulfillment
(IT) environment to a user-centric environment
(business)
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Job Description
Responsible for functional and interactive portions of
the caller experience, including:IVR
Call flow (before, during, after IVR)
Prompt content
AudioVoice talentRecording studioAudio quality
CTI/Screen pop
Call routing
Post Call Survey
Hold Music & Messages
Workflow management
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Call Avoidance Rate
Legacy System: 2 to 5%
New System
At Launch: 10-15%
Now: 32%--very good for
health care
And these numbers are
increasing!
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Member CAR
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Thank You!
(415) 632-8261
(209) 371-3033