On-Hold Script_English

On-Hold Script_Spanish

Menu Splice Guide

IVR Scripting | Hosting | On-Hold Rebuild

Monitronics Security, Customer Interaction & Lifecycle Manager

Project Intent

• To provide customers a better experience on the phone.
• Manage program more efficiently.

Audience

• Active customers calling into the call center (different 800# used for prospects).

Challenge

• Current system hosted and managed outside the company walls, when the internal telecommunications team can do it more efficiently and adjustments can be made real-time.
• Current music somewhat unsettling.
• Current information provided to active customers on hold is sales driven, not assisting them with their current needs.
• Current call tree is incredibly complex, hard to manage and easy for customers to get lost in.

​
Solution | Skills Contributed

• Designed remapping of call tree and customer flow.
• Upgraded to new music for a more pleasant experience on the phone.
• Rewrote script in full and facilitated recording/ implementation on existing phone system.
• Seamlessly migrated system in-house and removed total cost of managing through vendor.