Is your IVR driving people away?

Have you ever taken 5 minutes out of your busy day to ring your own company and navigate through your IVR from the point of view of your customers?  Have you got any idea of how your calls are being handled by your phone system and agents?  If you answered ‘no’ to either or both of those questions then it’s time you put yourself in the position of one of your callers…

Make a coffee, sit down and go through your system to see how efficient (or not) it is.

We all know how quickly things can change within a company with staff turnover, different departments, different services, different contacts…but what about the IVR?

For many business owners, once the IVR is in place it gets taken for granted – sits there doing its job quite happily, but starts to feel a little stale and unloved after a while.  To give your valued customers the service they deserve, your IVR needs to be all-encompassing but not exhaustive, informative but not monotonous. 

And that’s exactly what we can help you with.

IVR Menus should be kept to a minimum of options, ideally no more than 4 or 5 per level; nobody likes sitting on the end of a phone listening to a list of menu options for 2-minutes or more– they glaze over and just press # or 0 to speak to a human.

Speak to your agents and ask them about the demeanour of callers once they’re speaking to them.  If your call handlers are regularly faced with disgruntled, fed up callers, is there something your IVR menu can do to improve their journey through your customer service?

Self-service options are brilliant – but are yours efficient, and, more importantly, accurate?  There’s nothing more frustrating than surviving an automated Spanish Inquisition to then hear, ‘I’m sorry, there has been a problem processing your information at this time, please call back’.  They most certainly will not want to call back…so don’t even go there!

Look at your call data and act on it – it will give you vital information about caller abandonment rates, such as at what stage in the system they hung up and how long they waited before they did so.  This will help to produce a tailor-made IVR system and stop mistakes being made either from the callers’ behalf, or from your end – nobody likes to admit it, but we all make mistakes occasionally.

Would you like a second opinion?

Request your Free IVR Review…

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Not got an IVR system in place, no worries we can help you design the perfect caller experience call us on 0161 850 3033.