Cost Benefit Analysis
Ontira's Interactive Voice Response (IVR) systems bring both financial and operational benefits to transit agencies. Read on to see how these benefits apply to your organization.
Financial Benefits
The calculator below illustrates the difference in costs for 2 typical medium-sized agencies. Property A handles customer inquiries with agents only. Property B has an IVR system in place, which is also supplemented with live agents.
BusLine Cost Benefit Analysis
* Enter an annual call volume figure for Property A and the hourly labor cost. Click "Calculate" to see your potential cost savings.
The financial benefits vary with each transit agency and they depend on the number of calls fielded, the number of agents on staff, and the associated labor costs. Call length and the percentage of call volume handled by the IVR are based on average results of existing installations.
Contact us for a personal review of your operation and how an IVR will benefit your agency.
Operational Benefits
Ontira's IVR automates responses to routine inquiries, thus allowing your call center to operate more efficiently. Customer service agents can focus their time on those who require more attention or who have more complex questions.
Who benefits from an IVR?
- Transit customers
- Call center agents
- Call center managers
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How do customers benefit?
- Reduced or eliminated wait queues and hold times
- 24 hour access to ride information
- Optional transfer to agent when needed
- Variety of information available, such as hours of operation, and fare and pass info
- Bulletins played to all callers regarding important updates or emergency situations
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How do call center agents benefit?
- Handling of routine inquiries by the IVR
- Increased freedom to focus on callers who require more attention
- Lower stress levels with reduced or eliminated hold queues during peak hours
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How do call center managers benefit?
The IVR...
- Reduces or eliminates the percentage of dropped calls.
- Reduces or eliminates agent overtime hours.
- Tracks the purpose of calls and produces reports of call traffic.
- Monitors its own status at all times.
- Defines agent call transferring properties and call center hours of operation.
- Never takes sick days.
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Contact us for a personal review of your operation and how an IVR will benefit your agency.
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