Interactive Voice Response System (IVR)

Interactive Voice Response System (IVR)

The Interactive Voice Response System (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient.  IVR systems accept a combination of voice input and touch-tone phone keypad selections to provide appropriate pre-recorded responses.

Our IVR system acts as a Customer Service Representative that logs Service Requests and provides basic Service Request information such as the Service Job Number, Deductible Amount and the name of the assigned Service Provider and their phone number.

IVR Features

  1. Search for the customer contract by any of the phone numbers in the customer's record.
  2. Schedule appointments when Sears is the assigned Service Provider.
  3. Process multiple service requests across different trades.
  4. Capture and complete the first service request of a multiple item service job and route the call to a Customer Service Representative to complete entry of the additional items.
    1. This will ensure that we can set the correct expectations with the customer regarding the deductible.
  5. When a contract is in pending cancel status, the IVR will transfer the call to a Customer Service Representative who will hear a whisper notification ("IVR Pending Cancel").
    1. The representative will process the service request following usual procedures and then transfer the call to Membership Services to renew the contract.
  6. Incoming Membership Services and Retention calls will now flow through the IVR.
  7. Announces the status of an active service job to the caller.
  8. Allows customers to make payments and update credit card information.
  9. Allows customers to reschedule or cancel service jobs (depending on the current status) and/or be transferred to their assigned Service Provider (not for Sears).
  10. Customers can request warranty and preventative maintenance service via the IVR.

Membership Services Only: IVR for Customer Past Due Payments

The IVR also allows customers to make payments when they receive a letter indicating a past due amount. This allows for a customer-friendly experience in which customers can make payments through the IVR without requiring the assistance of an agent. This IVR feature helps reduce call volume for payment-related calls to on-phone agents and provides flexibility to customers to call at their convenience.

When a customer calls the number on the payment due (Dunning) letters, the following steps are followed by the IVR for payment processing:
  1. The customer’s warranty will be located including confirmation of the property address.
  2. The account status of a pending balance will be advised.
  3. The customer will be provided the amount due.
  4. The option to make the payment on the existing card on file will be presented.
  5. If selected, the caller will be directed through the process.
  6. The caller will be provided the option to enter a different card for payment.
  7. The IVR will also provide the option to retain the card on file for future billing.

Process Flow – Payment Issues

If the customer encounters issues with the payment process in the IVR or the system detects an error, the customer will be directed to a live agent. The agent will then process the customer’s payment manually.

Process Flow – Successful Payment

When a customer successfully completes the payment through the IVR, they will be provided the option to discontinue the call or to speak to a live agent for other activity such as claim follow-up. The IVR will route the customer to the main menu allowing them to select other activities.

CTI Pop

A CTI Pop will be displayed indicating the call is being received because of an issue while transacting in the IVR. Please note the icon in the top right corner will indicate the call is being received from the Dunning IVR:



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