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Designing, creating and deploying your IVR solution is only half the story. How do you know how easy and user-friendly customers find your system? Where are the most successful parts of the call, and why? Where are customers dropping out most? |
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| Tracking caller behaviour to improve service |
| Knowing the answers to these questions means that your system can be continuously reviewed and its performance improved to ensure that it always meets your business needs of improving customer service and reducing costs. This is where Encoded’s Marketing Intelligence (MI) reporting tools come in. Our systems track every call from start to finish to build a picture of your customers’ behaviour and to determine where improvements can be made. |
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| Essential compliance tracking |
| MI reporting is also essential to sectors and industries with high levels of external compliance requirements. You can trust Encoded to deliver the information you need to the exact specification of your regulators, on time, and in a custom-designed format you can easily analyse. |
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| Reporting tools |
| Reports come in many formats, from detailed behaviour logs for every call to hourly or daily activity summaries of key data. Reports can be delivered in HTML format or as a spreadsheet. We even offer a unique interactive ‘map’ which lets you see at a glance popular menu choices and routes through your system. |
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Contact us now to find out how our unique MI reporting can deliver continual improvement, or if your sector is responsible for delivering compliance data to your regulator.
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