Your IVR system is often one of the first experiences someone has of your contact centre. As it has the potential to impact the image of your business, it needs regular review. Here are our 7 steps to refresh it.
As time moves on, a once great Interactive Voice Response system to manage inbound communications may have become a bit clunky. We’ve all had that bad experience as consumers, where hanging up is preferable to enduring the pain being inflicted!
In a recent report, Salesforce found 84% of 8000 consumers and business buyers surveyed worldwide* viewed the experience a company provides as ‘being as important as its products and services’.
So, while IVR telephony continues to be an important function for contact centres, is your system providing the service customers expect?
7 steps for reviewing and refreshing your IVR system
1. Is your IVR simple, succinct and appropriate for everyone to use?
As business and customer needs change have you updated your system? Are menu options relevant? Is it easy to repeat the menu choices? Have you ensured you offer a direct route to a human advisor as a top option? You should also be able to change your messages easily.
2. Have you made a considered decision on IVR, based on your service level standards?
It has to be a balance between great customer service and cost avoidance. A recent study by Call Centre Helper* found that the industry standard service level for phone remains at 80% of calls answered within 20 seconds.
3. Ensure you conduct thorough research.
Gain feedback about your IVR telephony from Customer Satisfaction surveys, research into abandonment rates etc. You could use your IVR itself to ask customers for their feedback. Put yourself in your clients’ shoes too, by trying your system at regular intervals. Invite a variety of people to do this, then use your findings to make a list of issues that need addressing.
4. Are you taking advantage of Queueback and Callback?
While standard Interactive Voice Response can provide messages, keep callers informed of likely wait times and their position in the queue, have you taken advantage of Queueback and Callback options? Queueback allows a caller to hang up but “maintain” their position in the queue. CallBack gives them the option to leave details and receive a call back at a later, convenient time.
5. You can integrate the IVR with your CRM to personalise services.
The IVR message might address a caller by their name, or the system could route them automatically, based on data about that person, using intelligent contact routing. You could prioritise who gets answered first at peak times.
6. Does your IVR telephony make it easy for callers to opt to self-serve?
This service could be made available to remove some of the workload from advisors. It can also improve customer support even when the contact centre is closed, as long as the type of self-service won’t require human assistance. For example, they might choose to receive a text with a link to FAQs, or pay a straightforward bill, check a balance etc. It has to be done correctly though, with simple, clear information.
7. Measure and manage your IVR system performance.
Ensure that the IVR is fully integrated with an omnichannel contact centre performance management information system, to make it easy to record and measure outcomes going forward.
Rostrvm offers a variety of options for intuitive, next generation Interactive Voice Response. Our omnichannel, flexible platform can be quickly deployed on-site or in the cloud. Our IVR is fully compliant with regulations and completely secure, in order to handle sensitive customer information.
Salesforce ‘State of the Connected Customer’ June 2019.
Call Centre Helper August 2019: What Are the Contact Centre Service Level Standards?