Once a solution has gone live an organisation may make changes relating to company strategy, product offering, system hardware, business logic, or self-service applications; in addition customer needs and behaviour alter over time. This will all have an impact on the solution performance.

Vicorp recommend that following go-live there should be an ongoing continuous service Improvement programme to monitor and evaluate your solution performance in order to assess the potential for improvements from both a business and caller perspective.

We can work with you to review call flows, logic and prompt wording, listen to call recordings, and analyse call-reporting data. From this we can create a map of caller behaviour pinpointing where callers are having difficulties, being transferred or hanging up. This helps identify potential areas of improvement and future enhancements for the solution.