IVRs are a key part of the call center experience. They're the voice prompts that guide you through your call. But they can also be problematic if they're poorly designed or implemented. Improving your IVR is a process. One that requires patience, focus, and commitment from all parties involved. But by focusing on small changes first, you can make big improvements over time.
Start by taking a look at your current IVR
You can start by taking a look at your current IVR system. Do you have a good understanding of what the purpose of your IVR is? Is it helping customers get information from you, or is it just another way for them to make a purchase?
If you're unsure about whether or not your IVR system works well for its intended use. There are some simple ways to find out:
- Ask yourself if anyone would call back after leaving this type of message. If so, then great job. You've identified an issue with how well the system functions in relation to its purpose. And there's no reason why that wouldn't also apply elsewhere within your organization as well. Try using some different types of messages (email vs text) or even try different channels altogether until something sticks better than others. Then move on with whatever project leads to the next best solution based on feedback received during testing period(s).
Identify problem areas in your IVR system
- Identify problem areas in your IVR system. In order to improve your IVR experiences. It's important that you identify the problems with your system. If a caller is getting stuck on an IVR call and can't proceed further, try recording them as an issue. You should also look at how many calls people are abandoning when they hear what they expect to be said on the phone. This may indicate that something needs improvement as well.
- Make sure that all of your employees are aware of how important these issues are and how much work they require from them in order to solve them properly.
Ask the question: Is there a better way to handle this?
Asking the question: Is there a better way to handle this?
Asking this question can help you identify problems with your current IVR. It also helps you find a better way to handle a specific task, or even see the big picture and what is working, and what isn't working.
Give callers an escape route from your IVR system.
You can give callers an escape route from your IVR system. If you don't, they will hang up.
If you're running an IVR system and want to keep people on the line as long as possible. It's best to make sure that they know where they are in the conversation before they get disconnected. For example, if someone needs help with their question or wants more information about a product or service offered by your company. But doesn't yet have all the information needed for making a decision. And therefore aren't ready to purchase anything yet. You could ask them if there's anything else specific that could be done before hanging up (e.g., “Is there anything else I can help with?”). So that both parties can continue collaborating to get to a consensus. They have the chance to ask another question (i.e., purchasing something).
Improving your IVR is a process. It will take time. But by focusing on small changes first, you can make big improvements over time.
Improving your IVR is a process. It will take time. But by focusing on small changes first, you can make big improvements over time.
Improving your IVR is not as simple as adding more features or making something prettier. It requires that you think about what your business does and how it works for its customers. You have to understand their needs and then figure out how to meet those needs in a way that makes sense for both parties involved (you, the business owner; them, their customers).
Conclusion
IVR systems are not just a matter of technology. They’re also a product of culture and human interaction. And they can reflect the attitudes of those who make them. If you want to improve your IVR system, start by looking at the problem areas that exist in your current experience. Take this step with an open mind: many companies will have good ideas for improvement. Even if they don’t know it yet. And as we saw in our examples above. There may be multiple ways to solve problems like these.
