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Corporate Insight, the leader in researching and benchmarking the customer experience at financial services firms, recently examined automated response systems of the top twelve credit card issuers and found wide disparity in terms of capabilities offered.
The research focused on the navigational layout of each system, the identification and authentication procedures used by firms, and the information that users have access to through these telephone tools. The analysis also looked at cardholders’ initial interactions with each firm’s automated system, including the clarity of the options offered, and the ease of moving through first-level sub-menus and locating desired information. “The design of an automated phone system’s navigational commands is one of its most important features,” said Douglas Miller, Senior Analyst at Corporate Insight and author of the Credit Card Monitor report. “There are traditionally two different ways to navigate phone help – with voice commands or via a touchtone dialing pad. One third of the firms we track currently utilize keyword-based voice commands such as saying “payments” in order to reach information and options about making a payment, while 58% of the firms continue to use a traditional, touchtone-based navigational design. We were surprised to find that only one firm offers a hybrid menu structure that incorporates voice commands with the traditional numbered layout.” In this 49 page report, entitled, “Automated Phone Help: What Can Be Accomplished without Talking to a CSR?”(www.corporateinsight.com/ccm1007), Corporate Insight graded firms on their performance using the following criteria: The report includes detailed findings of each firm’s offerings, along with analysis and recommendations firms should consider when updating or upgrading their automated response systems. For more information on this research and related services, please visit: www.corporateinsight.com. |
