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Your
Invitation to Healthy Air
We
all think about outdoor air pollution but give little
consideration to the quality of air inside our homes and
offices. If we looked closely we would see airborne
particles like dust, mould, smoke and pollen.
What
does air consist of without the additives? It is a
pretty short list:
•
Nitrogen
•
Oxygen
With
the Advanced Air Treatment System, you can make the air
inside your room more closely resemble nature’s
original recipe.
The
Advanced Air Treatment System brings your air back to
basics by removing up to 99.99% of airborne particulates
and contaminants (like dust, bacteria, virus, pollens)
that pass through the system, many of which might pose
immediate or long-term health hazards. It complies with
Australian Electrical Safety Standards for Air Filters.
It effectively removes particulates as small as
.01 micron – 1/10,000th the diameter of a
strand of hair – while reducing household odours
created by pets, smoking and cooking.
DO
YOU NEED CLEAN AIR?
Listen
for cues that arise in conversation: Complaints
about allergies, respiratory issues, increased pollution
in the air. Complaints about poor air conditions at
work, other concerns such as: The increase in air
pollution, bush fires, poor indoor air circulation or
constant headaches.
Open
up your PC now:
Look
how thick the build up of dust and dirt is. That will
cause increased damage to your components, shortening
the life of the hard-drive, and insulating and adding
more heat to the CPU.
Clean air is a necessity for good vitality and a
healthy lifestyle.
Clean air will increase the life of your computer.
Indoor air pollution
causes: asthma, lung cancer, sore throats, eye
irritation, nausea, headaches, and general feeling of
discomfort. CSIRO
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Special
Offer:
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Get
the Advanced Air Treatment System
(Valued at $2000)
for FREE
when you order your Receptionist
with an Intelligent
Assistant.
Offer valid till 30/08/03
Order Here
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Case Study: How Mirvac Parking
got back 13 hours of productivity |
Below is a 2 month analysis of calls handled at QVB parking,
a parking station in the Sydney CBD that is managed by Mirvac
Parking. The statistics were gathered from 28/05/03 to
29/07/03 by the Receptionist
automated call handling system supplied by IA&A
Technologies. During office hours the system was set to answer
after 3 rings, in most cases a call would be answered by a
person as the highest priority in customer service, since the
company's policy is if you are able to answer the phone then
do so. When the system answered as the fall back to no one
answering immediately - it would allow callers to either hold
for an operator and listen to useful information, or leave a
message, or help themselves to info relating to their query.
Calls were answered in after hours mode after 2 rings, and in office hours mode after
3 rings. The table below shows that the bulk of calls for this analysis are during office hours mode (95%).
Of the 888 calls handled by the call handling system there were only 24% of hang ups when someone called, heard interactive options and chose not to wait or speak to an operator, nor opt in for information nor leave a message. This is mainly because those calls were from other staff members calling in from other branches hoping to get staff near the call handling system, before the system actually answered.
Of those 76% of calls actually handled by the system - 68% opted in to interactively get more information, 32% chose to eventually wait or 'zero out' to an operator, and 8% chose to leave a voicemail message for someone to get back to them.
Of those callers opting in for more information 58% actually got what they needed without having to leave a message and without having to speak to anyone.
Considering that an average call length is between 1 and 2 minutes, this means the call handling system saved an operator
up to (396 calls x 2 minutes = 792 minutes) 13.2 hours of phone time over 2 months.
That's an average saving of $132 per month (assuming an operator hourly rate of $20 per hour).
The system is currently running at its minimum configuration of handling just one call at a time, but the same system has the capacity to handle 4 concurrent calls without additional upgrades. This means it could be
saving up to $528 per month in operator costs.
If you consider an entry level call handling system at around $2200 this means the
system's return on investment is just 4 months.
The ROI will be even quicker when the option for callers to interact with the
Parking Rate Calculator Intelligent Assistant is enabled. Currently this option has only be given to a small group of callers - where 4% of the calls handled were by callers who used this option to find out how much they would have to pay depending on the day, time and duration their car was in the carpark.
The system also has the option to recognize and announce callers based on caller id. Now that
caller id is activated at the parking site, this means the number of calls that get an immediate hang up if the system answers first, will be significantly reduced. So from now onwards when Mary from the Admin department in North Sydney calls the Managers office in the city, the system will personally greet Mary if the Manager is not in, or the Manager will hear from the call handling system that Mary is on the phone, before he picks up the phone. Too bad if the Manager is not in the mood to speak with Mary - she'll just have to leave a message!
Table of call handling statistics from
28/05/03 to 29/07/03
| Total Calls Answered by the system |
888 |
100% |
|
Calls handled
in after hours mode (no option for an operator) |
46 |
5% |
| Calls handled
in office hours mode (options for info, operator or
leave a message) |
842 |
95% |
| Total
calls handled interactively offering info, speak to
operator, or leave a message |
679 |
76% |
|
Total
calls taken off hold |
217 |
32% |
| |
pressed nothing - just waited to speak to an operator |
159 |
23% |
| pressed zero for an operator as their first option |
15 |
2% |
| Total
calls opted in for information as a first choice |
465 |
68% |
| |
got info they wanted interactively
without requesting to leave a message or wait on hold |
396 |
58% |
| Total
calls opting to leave a message |
51 |
8% |
| |
callers actually leaving a message |
46 |
7% |
| left a message as the first option |
36 |
5% |
| Total
calls opting to do a parking rate calculation based on
entry time and duration |
27 |
4% |
| Total
missed calls - where caller hung up immediately on
hearing the prompts. |
209 |
24% |
The
bottom line is that about 13 hours of time that would
otherwise have been spent handling mundane queries, was used
more productively elsewhere. By enabling more features, like
the Intelligent Assistant, Caller Announcer, and enabling the
speech recognition dialogue, even more time will be claimed
back and a higher ROI will be made.
See the Testimonials
at www.intelligentassistant.com
for the opinions of the Mirvac carpark manager Mr Mark Taylor.
Do
you or your clients need 13 hours or more to get
things done?
IA&A Technologies is offering a complimentary
assessment of all your call handling needs
(including IVR systems, call rates, toll free
numbers, and PABX systems) via our reseller
partners. You can then take advantage of the
assessment report and implement the recommended
strategies at a time that suits you.
Reply
here for your complimentary call handling
assessment. (valued at $450)
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Want
to know more about a tailored automated call handling
system for your business? yes Do
you want your business image on the phone to be the
best it can be 24 hours a day? yes
See
if you qualify to be a reseller reply
here
|
Visit www.intelligentassistant.com
for past eNews issues.
|
In Future
Issues |
|
Future issues
of IA&A Technologies eNEWS will include articles relating
to:
If
you have news your would like to know more about regarding
IVR and Speech recognition technology please
send us your comments. Please
forward this email to other businesses you know will
benefit from this news |
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(C) 2002 - 2003 IA&A Technologies,
reserves the right to revise this publication and to
make changes to any or all parts of this catalogue, or
to the products described in this catalogue, at any
time, without obligation to notify any person or entity
of such revisions and
changes. | |
