Rx Outreach Finds VoltDelta Is the Cure for Its IVR Blues

"A subscriber receives a call and hears, 'It looks like you need a refill, would you like to do that now?' The person hits a digit and they are brought to the inbound customer IVR application that follows the same dialogue … they would hear if they had dialed into the IVR."

However, since Rx Outreach has already reached out to the subscriber, the company has contextual information—patient profiles, prescription IDs, and other information—already available, streamlining interactions.

"This IVR has a tremendous amount of checks early on in the call flow," Schmeer explains. "It tries to intelligently make decisions about what the caller might be calling about. We took the ANI [Automatic Number Identification] and placed it in Rx Outreach's database. We can retrieve a profile by going through a list of [identifiers] that the customer is likely calling about."

In addition, Rx Outreach implemented VoltDelta's Content Management technology. The solution can be used on both inbound and outbound calls and allows customers such as Rx Outreach to modify IVR prompts and dialogue. For outbound calls, a graphical user interface is used for self-service.

"You can set up a campaign and upload your own audio that you want that campaign to play," Schmeer says. "For inbound calls, typically the [user companies] have access to all the audio in their entire call flow. They can swap wording that they like and make minor modifications to the call flow."

Clark says that with the Delta Dialog IVR, the number of callers able to use a self-service option to completion has increased by 5 percent to 10 percent. Additionally, an Rx Outreach phone survey indicated a 5 percent increase in customer satisfaction, climbing from 88 percent to 93 percent.

In late March, Rx Outreach implemented VoltDelta’s WhisperTel solution, part of Delta Dialog IVR, which plays a prerecorded audio tag for the agent just before the caller is connected. The tag identifies the place in the call flow the caller was just prior to the transfer, so agents can serve callers more efficiently.

"We continually look for more affordable ways to deliver our services in any case," Clark says. "I'd do it all over again; I only wish I'd made the move sooner." 

 App at a Glance

Following the implementation of VoltDelta's dialog IVR solution, Rx Outreach saw:  

• calls completed without agent assistance increase from 5 percent to 10 percent;
• voice self-service automation increase to between 32 percent and 36 percent of calls;
• overall self-service prescription refill and re-enrollment rates rise; and
• a 5 percent increase in customer satisfaction, from 88 percent to 93 percent.