10 Simple Steps to Improve your IVR
Quite a number of the IVRs we hear when we call any organisation today, lack expertise and hence they confuse and irritate customer more than resolving their issue. This not only adds to customers pain but also leads to tampering of the company’s image.
We are sharing some basic tricks that’ll help you design your IVR in the best possible way
- Keep the phrases as crisp as possible. Avoid lengthy descriptions on IVR
- Ensure that the voice is clear and has least accent (unless required). It is always better to have the IVR recorded by the same artist in the same tone and volume
- Incase you are operating in multi lingual zone, try to keep multiple language option. With SparkTG’s solution clients have an option to ask the customer once to chooses a language option, post that he is not required to do the same everytime s/he calls
- Have minimal IVR options, plenty of options often confuse the customer. It is usually suggested to have 5 options as human memory runs out of capacity at this point. Some rarely opted options can either be placed at the end or added to others
- Chirpy and happy on-hold music. Its best to avoid boring, annoying on hold music as it reflects bad on band image
- It is always good to have a feedback IVR call post the customer ends the call to help you know was the customer really satisfied
- To avoid confusing the customer and give the same feel throughout the IVR have a single person design the IVR of the company rather than every department/IVR tree having a different style
- Its great to have few queries get resolved automatically without human interface but it is even more important to give the right human interaction as quickly as possible if required by customer
- Personalising the call by taking customers name while greeting him adds to customer delight. With a basic CRM in place agents can save and see customer’s name and chronological list of activities to avoid asking multiple questions. SparkTG’s Contact Center Solutions comes with a basic IVR to help agents do the same. Besides if the company is using any CRM, SparkTG’s non intrusive telephony API’s can integrate with any CRM
- Reduce callers’ time on IVR
- Always set business hours so that on off days as soon as caller calls he knows its closed rather than waiting for agent to answer the call. Its good to have a Voice Mail to atleast capture the customer grievance at that moment and then to call back next day with resolution
- Always ask agents to log-out when they are unable to take calls to avoid trying time