Here is the synopsis of our sample research paper on Assessing An Alternative To The Use Of Interactive Voice Response Systems. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 3 page paper looks at how an assessment of an alterative to an interactive voice response system. The paper outlines the way measurements could be taken of both systems to measure efficiency and comer satisfaction in order to compare the two systems. The bibliography cites 2 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEIVRass.rtf
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Unformatted sample text from the term paper:
placing a barrier between themselves and the company they are trying to talk to. In any attempt to try and create an alternative solution there will need to be
baseline data collected to assess if the alterative is better. In this test we will assume that the aim is to increase customer services. As the majority of companies
that use the IVR systems claim it is to improve customer services this is a reasonable assumption. To make an assessment of the alterative both the IRV and the alterative
need to be assessed in the same way. We will assume that the alternative is to stop using the IVR and allow the customer services representative to answer the telephone
calls themselves, then transferring them is necessary. This will mean that the customer may have a longer time waiting for the telephone to be answered and the company will use
the older method of a recorded message telling the customer they are in the queue this may also tell them how long they may expect to wait. The tests
that are to be carried out need to be undertaken on both systems so that they can be compared. The first test will be a number of calls placed through
each system to assess the length of time it takes to reach certain point of the conversation. The first will be the time it takes until the caller reaches a
human customer services representative, the seconds id the time taken until a person that can answer or deal with the query is reached, this may or may not be the
same as the time to the initial call being answered by a human. The third measure will be the time taken from dialling to the end of the call.
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