About Us

Continuous Improvement: Containment

One of the most common misconceptions about the IVR is that once it’s up and running and the lights are blinking, it does not need any more attention.  That misconception costs companies and government agencies millions of dollars that could be used to build and support other programs and business lines.  The IVR is a huge source of opportunity for companies; it’s the first place many customers interface with the company. No one is more rigorous in understanding how customers interact with IVRs than CSI.  We monitor and study every trend and work with clients to improve the process on a daily basis. By providing a higher level of customer service, companies can improve customer satisfaction which leads to more business.  

The CSI approach to continuous improvement is very powerful for companies and government agencies.  We are always looking for ways to improve call flow and tighten the interaction between callers and the IVR to improve the percentage of automation by reducing unnecessary opt out.  Our clients have found that making even the slightest improvements in contact automation can save millions of dollars. Our people strive to find ways to make the IVR applications work better for our clients in order for contact automation improvements to happen. Sometimes, some of the improvements we have suggested for our clients involved elements not necessarily happening in the IVR but in other places in the contact center process. By scrutinizing the IVR performance, we are aware of what else is going on in the system and can act upon it.

Our excellence in data and telephone integration means that callers are better assured to get the information they need to answer their questions.  We have expertise in tying together various data systems which improves access to customer data and can result in a reduction in total inbound calls and improved customer service. Our robust integration techniques also results in a reduction in the IVR call length, as callers get the information they need quickly and with 100 percent assurance.