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

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

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

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

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

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

In Defense of IVR - Jenny MacLean - ContactCenterWorld.com Blog

In Defense of IVR

Badly designed IVR call flows give IVR a bad rap. We all hate being passed through 7 layers of "press 3 to do this, press 4 to do that, press 5 if you are at your wits' end". This kind of system can taint our view of IVRs.

But there are some very positive, sensible uses of IVR that play to its strengths and are really appreciated - so we'd like to take a moment to speak in defense of IVR:

Instantaneous
Here, at Sytel, we see outbound IVR being used by clients and resellers, and with good reason. If a message is a simple one, what quicker way to get through to a customer quickly than by ringing them up? If the respondent knows you may be calling they are more likely to answer, and if your message needs some kind of feedback from them it's easy to ask them to 'press 1 if you agree...' to ensure they have understood and responded to you. However, even if they don't answer your call they can listen to their voicemail and can call you back.
Consider how slow the response will be and how few respondents there would be if you tried to and ask the same question by email! Not only that, but by the time you have an answer the moment may be passed. IVR can get you answers - fast!


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

People friendly
The elderly may balk at having to go online to fill in a form. It may require looking at a tiny screen on a mobile phone or perhaps sitting down at a PC. However, a question asked by an IVR simply requires a digit to be pressed or perhaps speaking an answer. A phone is an interface that we are all familiar with; people don't see phone calls as high-tech. This translates to less work for the customer and is therefore more likely to be completed.

Sensitive matters
For many people talking to a machine is easier than talking to a real person. If you need to collect some information that is of a sensitive or very personal nature it may be difficult to ask over the phone with a human being. Sytel has examples of users producing both inbound and outbound IVR scripts that allow a respondent to provide an IVR with a response to a difficult question. IVR is discreet.

Time saving
We have also seen great examples that combine automated messages with real live agents. If there is simple information to collect why not let an IVR carry out this section of the task and allow your agents to focus on more complex task?. If necessary, transfer the IVR call back to the agent after the data capture has been carried out. It's a good way to use agent's time efficiently.

Consistency
Are you concerned whether your employees always present the best possible face of your company? You don't need to worry about your IVR. Once it has been recorded it doesn't get tired or have a bad day or over-emphasise the wrong word in a phrase and cause some minor confusion. What is recorded stays recorded. IVR is consistent, both in the message and the tone of the message. And if IVR is being used to collect digits - maybe to look up an account number - you can be sure that it won't mishear or miss a digit. It won't make the kind of mistakes that humans make.

IVR Design
Want to design a custom form to feed data into a database? You might need to find a software developer to write some code for you to do this. IVR systems (and we're talking about the best ones here) often allow code-free design of data collection to feed straight into a database. This kind of code free design could allow you to lookup a caller's CLI, extract some information from a database and collect data from them as they press digits.

So, next time you are looking for a fast, consistent, simple, customer-friendly way of collecting a lot of data quickly, consider what IVR can do for you. It should be a useful tool to keep in contact with your clients, not a barrier to keep them away from you.

 

Publish Date: September 22, 2016 5:24 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 168 

Newsletter Registration

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

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =