Adaptive Audio - Proven IT Efficiency Savings

It's good for your CUSTOMERS

Skilled callers get express service: No need to get aggravated by long, laborious voice prompts - especially when they do not remember all parts of the call flow.

Novice callers get special attention: They get the information they need without getting frustrated and eventually pushed to a CSR who may ask them to repeat the steps already taken to solve their problem.

Unfamiliar callers become repeat customers: Callers that have a bad experience with your voice application will rarely return to use it again if they don’t have to. Allowing these callers to have more time to adjust to using the system encourages repeated use instead of instilling bad habits like zeroing out.

Salvaging self-service for mobile users: Poor cell signals and noisy backgrounds can exacerbate an already frustrating automated call experience. Allowing more time can save the call and the experience.

Distracted callers do not need to hang up: Adaptive Audio allows your IVR to make compromises rather than simply hang up only to have them call back later, or needlessly take up the time of a CSR.

It's good for your BUSINESS

Reduced CSR Labor Costs Due To Increased Call Automation: If self-service is quicker-and-easier for the caller, they will be more likely to use it and stick with it once they have started to use it.

Reduced CSR Labor Costs Due To Fewer Callers Venting: The average CSR talk-time will be longer for callers irritated with an ineffective IVR. These callers will often take up the CSRs time to complain.

Reduced Telecom Costs: Shorter automated calls are a product of a user experience that is tuned to each individual callers skill level. This results in lower telecom operating expenses for the call center.

Reduced Advertising Costs: An enterprise that irritates its customers by having self-service that is disliked by callers will need to spend more on advertising to compensate for this.

Increased Customer Retention: Satisfying customers will contribute to retaining their business and decrease the cost of acquiring new customers.

Reduced CSR Churn: An improved caller experience results in fewer complaints to the CSR. This makes the CSR's job more pleasant, reducing CSR churn and increasing CSR Productivity.

Business Case for Adaptive Audio

Measurable efficiency gains reduce operating costs

Based on our experience in production with the product,, an increase of 1 – 5 percent in AHR and a decrease of 7 – 15 percent in AHT can be expected when incorporating Adaptive Audio. This translates into significant cost savings since automated speech and touch-tone calls cost about $.75 each to answer while agent handled calls are about $4.25 on average.

As the data below indicates, this can translate into an ROI of 400%- 600% with Payback period typically less than six months.

The savings calculations shown here were determined using data gathered from production runs with Adaptive Audio at customer sites and the ROI/Payback Period Calculator.

Variables used in the calculations are as follows:

Monthly Call Volume: 10M Calls
Average Call Time: 280 Seconds
Automation Rate: 70 percent
Self-Service Duration: 100 Seconds

ROI/Payback Period Calculator

The Adaptive Audio ROI/Payback Period Calculator is a useful and comprehensive tool for assessing the impact of adding Adaptive Audio to your Call Center environment.

The calculator factors in costs for agent labor, agent churn, customer retention, advertising, telecom/hosting costs and over 25 other Call Center and Enterprise related variables.

To use this tool to simulate your own specific environment, simply request a copy of the calculator by clicking on the link below.