Coaching your IVR System for Superior Customer Experience
November 20, 2012
By Rachel Ramsey
, TMCnet Web Editor
The importance of the customer experience cannot be understated, especially when it comes to a call center. Customers are calling the call center for a reason; they are looking to resolve an issue, voicing a concern or seeking for answers. Regardless of their purpose, they should always leave the phone call with a positive and superior experience. One major practice to reach this level of customer experience is to record and monitor calls in order to train and coach agents. With and Interactive Voice Response (IVR) system, the need for coaching is the same.
Many enterprises have already learned that the contact center is a critical, high-volume interaction point, where investments to improve the customer experience can really pay off. Your IVR system can have an impact on customer experience that is equally significant to that of your agents—sometimes even more so, because that critical "first impression" of your contact center is shaped by the caller's experience in the IVR. So if you want to effectively manage and improve the customer experience in your contact center, you're going to have to "coach" your IVR as well as your agents.
Coaching an IVR isn’t much different from coaching a call center agent; you measure, collecting a lot of performance data; you analyze, using the data to identify areas of improvement; and you improve, implementing a process to make sure those improvements are implemented. A recent Destination CRM article explored how to coach your IVR system and some advice for creating a rating system.
“By asking the right types of questions of your system and callers, and capturing and analyzing operational data, you will not only get a truer picture of the experience within the IVR, but additionally, the analytical information will provide the visibility needed to track down and fix issues that impact customer experience in your IVR,” the article explained.
Interact Inc. offers consulting and custom development to make sure your IVR system is a success. For almost 30 years Interact’s VIP IVRs have been the cornerstone of its customers’ global endeavors, and they currently support more than 80 million end users worldwide.
Interact’s IVR solutions can help organizations in virtually any industry run more efficiently with a wide array of voice applications. Interact offers an unparalleled professional services and support team available to our customers to build a totally customized IVR Solution, along with a service creation tool that our customers can use to create their own customized VoiceXML (News - Alert) based IVR scripts on the fly. Customers can quickly develop their own applications on Interact’s VIP IVRs utilizing its easy-to-operate graphical service creation environment, SPOTbuild, the ideal tool for designing and deploying custom call flows and voice applications.
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Edited by Allison Boccamazzo