“The results from just our third month of offering MyOnlineBill.com IVR touch tone payments are impressive. Almost 12% of our current total electronic payment volume received was originated via our newly implemented IVR technology. We have determined that 74% of the IVR payments were made during normal business hours (freeing valuable customer service representative time), 17% were made during the work week but after normal business hours (would have been missed), and 9% were made during weekend hours (also would have been missed). Perhaps the most impressive aspect of our analysis was the first time call success rate at 97.25%, with an average of 3.2 minutes per call – clearly an intuitive, user friendly solution. In comparing the same month from the previous year, we determined that there was a 14% reduction in call traffic using our newly installed IVR technology.”
