An IVR Survey Proposal for 2015

Presented By: Bob Bentz

Frank Butler

July 3, 2014

Customerand

Advanced Telecom Services

Presented To:

Our Silver Anniversary - Established July 15, 1989

Stability - Still owned by two original partners - VP Engineering with ATS since 1995

International - Philadelphia 1989- London 1992- Toronto 1993- Prague 1997- Taipei 1998

Experienced - Over 55,000 IVR Programs established

Our Companies and Brands

You’re In Good Company

Super Bowl XXVII Champions

With the King of Pop

Capacity is not an issue

HeadquartersPhiladelphia

Equipment Rochester, NY Los Angeles, CA

DevelopmentPhiladelphiaBuffalo - TorontoBar Harbour, Maine Capetown, South AfricaPrague, Czech Republic

Offices Philadelphia London Toronto Prague

Sales Offices Austin

Des Moines

IVR Structure

OUR EQUIPMENT BREAKS

But, Chances are,

You’ll never notice

Because

We Take Murphy’s Law Very Seriously

Carriers

Locations

Equipment

Software

Power

Triple Redundancy

Plus,◦ You’ll have all of our mobile phone numbers…

Just in case

Bob Frank

Coming Soon: The rest of the team.

IVR Tips And our Exclusive Recommendations

No options apply

Can’t remember options

Don’t understand options

Provide same info twice

Personal interruptions end call

Voice jail

Good Design Enables Technology

Why People Hate IVR

Aligns with company image Professional voice aligns with target market

- Senior - Male - Michigan accent

4 or less options Concise conversational language that is easily understood Consistent language Describe action, then key press Don’t Disconnect after user error Effective opening prompt System refers to itself as “I”

(Personal connection instead of machine) Let caller know how much to go to complete survey Tested thoroughly

A Good IVR Program

Call when most beneficial to consumer Call when most likely to answer:

◦ Weekends◦ Nights◦ Testing

Display Caller ID ◦ People answer based on this ◦ What is Best Display? ◦ Blocked or Private is lowest choice

Option to reschedule call ◦ Don’t have all information available, like blood pressure◦ “Call me back in 15 minutes”

Voicemail Detection ◦ Play different message

Custom Data ◦ Give ID # on call

Compliance with FTC Telecommunication Standards and Do Not Call Lists

Outbound Calling

Provides phone number now saved on phone Do survey at your convenience Less intrusive reminder

98% of all text messages are read within four minutes of receipt. (MMA)

Text Message Marketing

Why ATS?

ATS 25 years IVR experienceBob and Frank 45 years of IVR experienceAward-winning service bureau RedundancyMobile expertise Deal with an owner

Summary