Why IVR Systems are Good for Business
July 01, 2013
By Susan J. Campbell, TMCnet Contributing Editor
The IVR system – we’ve all encountered it when trying to call the phone company or a help desk for technical support. We’re asked to say our name or state the reason for our call and the system intelligently directs our next move. We either need to provide additional information or simply wait to be connected to the right person.
A common use for the IVR system is covering the phones when the business is closed due to a holiday. With the Fourth of July just around the corner, companies throughout the nation are making an extra effort to ensure their communications to the customer base while enjoying the day are both professional and properly configured.
As a key element in the customer service arsenal, the IVR, or interactive voice response, system enables a computer to interact with a live person over the phone with the use of voice or a keypad, and it can be used to control just about any function where the interface is easily broken down into a series of common and simple interactions. The contact center will often rely on the IVR to allow customers to complete self-service steps without the need for live agent interaction.
The technology is a significant help to the business as it reduces the amount of time a sales professional or other staff must spend on the phone. It takes a customer swiftly and efficiently to the proper destination, improving their experience as well. As the caller is often routed to the right sales agent, this is an opportunity to generate more revenue or close a pending order. This efficient approach to customer support is key to building a loyal customer base.
For the contact center seeking to enjoy the benefits associated with the implementation of the IVR system, there are a few tips to keep in mind upon implementation. First, limit the options available to a customer. If the IVR offers too many levels or asks too many questions, the customer will get frustrated and either bypass the system to get to the live agent or simply hang up. Second, always provide that bypass. Anyone not interested in interacting with the IVR should be given the opportunity to opt out.
Third, it’s important to provide the most common options first as it’s more likely to satisfy the needs of the caller. Fourth, be sure trained agents are available to take over the call from the automated system. The most easy-to-use system means nothing if the customer reaches an agent who is rude or knows very little in order to help the customer. Finally, use any information that is asked of the customer. The agent taking over the call should already know the customer’s name and reason for calling if it has already been provided.
As the holiday approaches, keep in mind that some of the backup options won’t be available to the customer base while your employees enjoy the holiday. Communicate that clearly in the IVR system message, inviting all callers to call back when business resumes.
Edited by Rachel Ramsey