Home  About Us Our Approach |
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| When working with clients to develop IVR solutions we operate the following key stages of engagement to optimise the programme's success: |
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| We put a great deal of emphasis on briefings with senior management. We utilise a selection of diagnostic tools and invest our time in experiencing your customer contact environment. This early consulting analysis activity is often an essential exercise both in terms of fine tuning the solution and configurations and also promoting credibility with your customer service teams themselves. |
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| We work hard to get to know you and your business and recognise that things work better when people work together with delegated responsibilities. We aim to allocate an internal project manager tasked with managing your project through to completion, complemented with an account manager responsible for working closely with your needs. |
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| Importantly, we establish clear objectives at the outset, never allowing ourselves to lose sight of these by indulging in 'interesting' but not highly relevant peripheral activities. Our focus is to supply you results that make an impact on your customer contact KPI's. |
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| Confidence is always a critical factor in the implementation of any new system across an entire customer base. The Encoded approach has always been to operate well researched, tried and tested best practices. We understand our solutions will only achieve results when customer client management are confident and motivated to put them into practice. |
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| We fully test all software pre-delivery and pre-going live on client sites. We agree the testing procedures and details with clients before a live implementation and hand-hold clients through the early days of operation. Our software applications are designed to be user friendly. We ensure clients technical and customer facing staff are fully trained and confident to operate the processes and that our help lines are available at all times. |
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| At Encoded we design our solutions to meet the anticipated caller demands and the client's criteria for project success. We encourage clients to measure the ongoing effectiveness of our products and work together with us through fine tuning and exploitation initiatives to get the most from your technology investment. |
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