ACD IVR Feature: Data Collection.

Data Collection within an IVR is a feature we use within our Q-Suite, an Asterisk ACD System, to look up the customer via their caller id and associate it with a record already in the system.

I only briefly talked on this feature set and what it accomplishes for us, lets look at it in a bit more detail and a few other variations possible. In our scenario the main goal is to have the agent bring up the proper record quickly with the database lookup done by the IVR. The DB lookup is done in the IVR then the script page on the agent’s screen uses the information and seed a search to an external application.

• Direct DB lookup.  A lookup to associate a caller with a customer list within the system.  This would be a list of existing customer loaded into the system’s own database with the key usually being the caller id, but the key to match the caller to an existing customer could be any field if the IVR is configured to prompt for it.
• External API/web service.  A lookup on an external system and associate the returned data with the caller. This can then be used by the scripts to provide the agent more data. Or to pass to the an external app within the script to save the agent from searching again.  Depending on the case it may be best to simply pre-populate the search fields and have the agent submit after confirming the information or adding more once talking with the caller.

Using the IVR and collecting data is great as it tends to free the agent to be handling other calls while a caller navigates the IVR but can be abused and cause negative side effects.  For example it can be annoying to the caller if too much data is collected which is not easier entered with a phone in the IVR. The goal should be to collect a small amount of relevant data and get caller to where they need to be. If passing to queue and ultimately an agent, make sure data collected that is required for the agent to know is passed along or accessible.  I am sure we have all called systems and entered data only to be asked for it again from the agent.  As I noted a confirmation of it might be required, but if the caller just entered their 16 digit card number perhaps just confirm the last 4 digits, name, etc. and assume the rest of the data is accurate when possible.

This post was delayed as I found another blog posted a similar topic just before my original planned posted date. So also take a look at the two-part article over at indosoftnotes.blogspot.com on IVR Data Collection.