The Interactive Voice Response (IVR) system can handle more than 1,000 simultaneous calls with a communications database, skills-based routing, automatic queuing to call center agents, advanced call monitoring and recording, and integration with all electronic customer service platforms.
Class action settlement administration requires the ability to handle large numbers of potential claimants. Understanding how to use IVR and incorporating industry best practices is important in maintaining a seamless resolution process from start to finish.
A class action contact center is necessary to:
The IVR System is helpful in a number of ways, allowing you to:
The IVR versus live agent debate is a common one, particularly when firms want to keep expenses to a minimum. IVR is the ideal solution for large consumer class action cases where the settlement benefits are relatively small. More complex cases that involve a considerable amount of documentation and verification will most often require live agents. Many class actions use a combination of both IVR and live agent assistance to satisfy court requirements.
For class actions, IVR Script Best Practices are focused on making scripts clear, easy to understand, and comprehensive. No one wants to frustrate callers with clunky scripts, hard-to-hear voice prompts, and slow or redundant menu prompts. It’s worth taking the time upfront to develop an efficient IVR system that prevents hassle, distractions, and delays later.
The best IVR scripts:
Heffler Claims Group’s deep-rooted experience in designing and maintering effectiveclass action contact centers make us uniquely qualified to help litigators create the most effective IVR scripts for each case.
Heffler Claims Group offers class action contact center services with a highly-trained, in-house team of live agents and custom IVR scripts derived from the court-approved notice to lower the risk of redundant notification. As an experienced settlement administrator, we mitigate risks for law firms and their clients to ensure there are no delays in the process toward final approval. Engaging a settlement administrator early keeps costs low while tailoring the call center to the specific needs of the class members.