IVR Change Management Ideas Portal
The GRC OOH language is redundant and does not provide a professional customer experience. Please review the following pairs of paths and provide existing and proposed wording for review/approval:
Twilight hours (8am-8:30, 5:30-6pm) for any caller indicating they are calling to report an AE or Side Effect (Consumers and HCPs)
Exceptional conditions (GRC Closed for Meeting/Emergency, No Reps in Skill) for any caller indicating they are calling to report an AE or Side Effect (Consumers and HCPs)
| Priority | Medium |
| Contact Center(s) | GRC |
| Start date | Mar 13, 2023 |
| Needed By | Mar 31, 2023 |
Status Notes
to take the call, bypass product collection, inform the caller that they can hold on to report the adverse event, then that we are closed with appropriate messaging (i.e. meeting, holiday etc.) along with the call back information, then a transfer message and transfer the call to MI AE VM.
Sent to Eric on 3/31
On all paths where the caller has identified the intent is adverse event related (consumer or HCP) and the GRC is not available to take the call, bypass product collection, inform the caller that they can hold on to report the adverse event, then that we are closed with appropriate messaging (i.e. meeting, holiday etc.) along with the call back information, then a transfer message and transfer the call to MI AE VM.
Due to the complexity of this ask, please provide a subset of the call flow wording along with proposed wording for new messages. Include each of the consumer/hcp menus, selection of the option and the messages following.
If you have another proposal, please include scenarios for that as well so GSK can compare and possibly decide differently from the above.
1-May-2023 - Work completed. Needs testing.
4-Dec-2023 - Keeping this open as a starting point for the 2024 Spring audit. This is will be the focus
Review Comments
Spanish changes will be subject of a separate CR,