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Régie des rentes du Québec |
Interactive Voice Response System (IVR)
Validation and redesign of an interactive voice information system for public use.
What we did:
Task and Process Analysis
Usability Inspection
Usability Testing
Highlights
The RRQ's call center receives hundreds of calls every day from people looking for information on child support and pension programs. The main objective of this project was to identify the problems of the current system and make recommendations for improving the service.
As part of an initiative to strategically position this interactive voice response system, Yu Centrik conducted a field study and designed a more efficient system for the RRQ.
User research activities were used to optimize the information architecture and improve the understandability of specific messages. The menu structure and terminology were revised and results showed that far fewer people get lost in the new system when compared to the old.
Results
- Increased number of successfully handled calls by 56% since April 1st 2009 compared to the same period in the previous year.
- More specific information capsules were designed to meet customer needs.
- System respositioned to ensure that less callers hang up without requesting transfer to an agent.
- Increased use of self-service over the phone despite this strategic repositioning of the system.
- Job enrichment for attendants who spend less time on repetitive information calls.
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