July 7, 2020 – LCEC was recognized as both the top electric cooperative and the top in functionality in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released today by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. and Canada.
The “Gold Stethoscope” recognition was awarded to winners in 12 categories and LCEC is honored to take home two of the top honors.
“The Report looks at the IVR experience from two-perspectives - callers using it and those who manage it. It also highlights common design mistakes and demonstrates clearly how those errors can have a negative impact on a company and its customers’ experience,” said Mark Camack, IVR Doctors’ co-founder.
The Report identifies automated telephone systems that successfully balance company objectives and customer preferences in three key rating categories: functionality, usability, and aesthetics, the major drivers of customer satisfaction and system utilization.
“No other benchmark report with such a consistent set of design principles has been in place and proven effective in the utility industry over the 16 years of this Benchmark,” said Peter Brandt, IVR Doctors co-founder. “Correlation between top-performance in this Report and a utility’s own internal performance measures is very high.”
IVR Doctors has more than 30 years of market research, usability consulting, marketing, and call center management experience, specializing in automated phone system diagnostics and optimization. Their practice, with an energy utility specialty, is not limited to a single industry and covers companies large and small.