Interactive Voice Response, also known as “IVR,” is a technology that many people are familiar with today – especially when it comes to the frustrations caused trying to contact companies they do business with.
This phone system technology has received a bad wrap for creating frustrations like having to repeat information multiple times, not having a ready option to reach a live person, or needing to listen to long menu options before getting to the needed choice.
To combat this, IVR voice systems must be highly intuitive, user-friendly and well-developed.
A recent Webinar event, “Caller Bill of Rights: An Angel.com Best Practices Webinar,” uncovered ways companies can put their callers first and create a world-class customer focused voice solution.
Mike Ahnemann, principal voice user interface designer at Angel.com, presented webinar attendees with “Caller First” best practices - a list of what should become “caller expectations” from a well-designed IVR application.
These rights include establishing clear expectations about what the IVR can and can’t do for callers, being honest with callers, developing a consistent feel across all applications, removing the need for callers to repeat themselves, and more.
“Its all about gaining callers trust, Ahnemann said. “If you put the caller first and think about their mindset when they call your application, you can serve your customers better.”
For more, check out the archived version of this free Webinar event HERE.
Also, be sure to check out the IVR channel on TMCnet.
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.Edited by Stefania Viscusi