OK
Discount 50% off Global Premium Ticket
YES PLEASEI want this offer
NO ThanksSkip this offer

Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Support / Feedback
ContactCenterWorld.com LogoContactCenterWorld.com Logo
United States
Login
Invalid Login
Email
Password

Reset / Forgot Password Link

Register FREE
Login
Register FREE
Become a Basic Member for free. Click on the memberships tab
Memberships
HomeFacebookLinkedInTwitterRSSYoutubeInstagramContactCenterWorld
Exec Menu:
Classic Menu:
Default Classic Sub Menu:
Become a Basic Member for free. Click Here
Menu
  • Advertise
    • Overview
    • Directory
    • Banners
    • Emails
    • Events
    • Awards
    • Certification
    • Added Value
    • FAQ
  • Advertise
  • Articles & News
  • Awards
    • Overview
    • Categories
    • How to enter
    • Past winners
    • FAQ
    • My entries
      • Overview
      • Welcome
      • Add Location
      • My Award Entries
      • My Payments
      • Submission Status
      • My Admins
      • Help
    • Judge / Sponsor
    • Industry Champion
    • Employee Engagement
    • Members' Choice Awards
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Events
    • Best in South & North America - ORLANDO
    • Best in Europe,Middle East & Africa - LISBON
    • Best in Asia Pacific - BALI
    • Best in the World - BUDAPEST
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • COVID-19
    • CRM
    • Executive Track
    • Government
    • Hardware / Software / Tech
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail / Online Sales
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities (gas / hydro / power)
    • Workforce Management
  • Jobs
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • What Drives You Crazy At Work
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Buyers Guide
  • Tips
  • Tips
  • Articles
  • Events
    • Best Practice Conferences
    • Other Events
    2010 Event Banner
    ORLANDO
    LISBON
    BALI
    BUDAPEST
  • Awards
    • Top Ranking Performers
    • Overview
    • Categories
    • How to Enter
    • Past Winners
    •  
    • FAQ
    • Judge / Sponsor
    • OTHER AWARDS
    • DREAM Team
    • Industry Champion
    • Employee Engagement
    • Members' Choice Awards
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Jobs
  • Buyers Guide
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • What Drives You Crazy At Work
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Advertise
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • COVID-19
    • CRM
    • Executive Track
    • Government
    • Hardware / Software / Tech
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail / Online Sales
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities (gas / hydro / power)
    • Workforce Management
X
WHAT CAN WE HELP YOU FIND?
categoriesSearch Category
All CategoryAll
Editorial CategoryArticles
Tips CategoryTips
Person CategoryPeople
Company CategoryCompany
Job CategoryJobs
YouTube CategoryVideo
Blog CategoryBlog
Photo Gallery CategoryGallery
Term CategoryGlossary
Store CategoryStore

Audio Podcast: Use Of IVR

Tweet



How often have you heard people say something negative about an organisation's use of IVR? Have you ever stopped to review why? Sometimes it is down to technology issues, but more often it is practical issues, such as the number of options a caller is required to listen to, only to have a live representative say they cannot help without relevant reference details to hand.

Manage the caller’s expectation from the start. State the reference information required in all communication where the number is seen - repeat the message in your IVR scripting and explain how it will improve the effectiveness of the call. Test the IVR routing regularly, so callers reach the right department the first time - then give them what you said you would! Finally, review your IVR script and the options within it regularly, using customer feedback to shape the script. This can only lead to more positive experiences.

ContactCenterWorld.com


Take the tips with you on your mobile device by scanning the QR code or using the links

Download link:
Showing 16 - 18 of 2517
 Set Priorities For TrainingVanity NumbersService Level Agreements 

ABOUT US IN 60 seconds!


Watch This!

ENTER NOW!

Newsletter Registration

Register
Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter

ContactCenterWorld.com 1999 - Present: The Global Association for Contact Center and Customer Engagement Best Practices
Do not miss these!
Active Members
Search networkMEMBERS ONLINE NOW
User Name
E
Raj Wadhwani
ContactCenterWorld.com
15657Connections
Chat Chat
User Name
E
Elif Diplen
ContactCenterWorld.com
3527Connections
Chat Chat
User Name
Esteban Creasey
ContactCenterWorld.com
3737Connections
Chat Chat
User Name
E
Sharon Price
ContactCenterWorld.com
3595Connections
Chat Chat
User Name
A
Fred Stacey
Cloud Call Center Search
139Connections
Chat Chat
User Name
Septiana Ahaddini
PT Bank Central Asia, Tbk
7Connections
Chat Chat
User Name
Elena Yurina
Tele2 Russia
45Connections
Chat Chat
User Name
Elsa Puspitasari
BCA
311Connections
Chat Chat
User Name
A
E
Hui Wu-Curtis
World Connection
125Connections
Chat Chat
User Name
Yeşim Çinik
Turk Economy Bank
0Connections
Chat Chat
User Name
Elena Shcherbakova
Tele2 Russia
19Connections
Chat Chat
User Name
Tory Lizarda
Amwins
0Connections
Chat Chat
User Name
Santi Dwi Rahayu
WYETH NUTRITION SDUAENAM
1Connections
Chat Chat
User Name
Tyler Zawacki
ContactCenterWorld.com
691Connections
Chat Chat
User Name
Terence Motloung
Shell
4Connections
Chat Chat
User Name
Chidiogo
Call Center Studio
16Connections
Chat Chat
User Name
Wayne Henry
Invictus BPO
12Connections
Chat Chat
User Name
Gaurang Upadhyay
Hodusoft Pvt. Ltd.
4Connections
Chat Chat
User Name
Ekaterina Gurova
Tele2 Russia
0Connections
Chat Chat
User Name
James Georges
Empirix
0Connections
Chat Chat
User Name
Kai Streicher
Victorian Government
10Connections
Chat Chat
User Name
Shannon Peberdy
ContactCenterWorld.com
413Connections
Chat Chat
User Name
Andri Yana
PT. Infomedia Nusantara
490Connections
Chat Chat
User Name
Mina Habib
Raya Contact Center
2Connections
Chat Chat