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4 Steps to Creating an IVR Programme that Customers Don’t Hate - Business Systems UK Ltd - ContactCenterWorld.com Blog

4 Steps to Creating an IVR Programme that Customers Don’t Hate

Interactive Voice Recognition (IVR) technology was hailed as a major breakthrough for contact centre operators. With software that can interpret and act on cues from speech in natural usage, it brought about the opportunity to automate large chunks of call processing.

With IVR making a range of self-service options available over the telephone, there is no longer a need to have an agent answer every call. Average costs per call have therefore fallen, while agents freed from handling basic queries can be deployed to focus on adding value through exceptional customer service.

There was just one problem - customers didn’t like IVR.

 

Mistakes were made with first generation IVR platforms. There was too much of a rush to automate everything, ignoring the fact that customers might prefer to speak to a person. Early versions of the technology could be clunky, failing to interpret requests and instructions because of differences in accent and pronunciation.

Perhaps the biggest complaint from customers was that it too often slowed down resolution, rather than improve efficiency. If it turned out their query couldn’t be handled by the IVR and they had to be transferred to an agent, they would be put on hold in a queue, meaning going through the IVR was effectively a waste of time.

And in systems where IVR was used to route calls based on information given at the start of the call, customers would be annoyed when they had to repeat their details all over again when they did get transferred to an agent.

Fortunately, technology has come a long way since then. The latest cloud-based systems are accurate, agile and efficient, capable of being integrated fully with other contact centre systems to streamline operations.

They can also be customised to adapt to the specific needs of each contact centre, allowing businesses to focus on shaping positive, high-quality customer experiences rather than just cutting costs. Even if you have agents operating across multiple sites, no problem - cloud IVR offers a simple solution to delivering a consistent, centralised experience across all.

Here are four key ingredients for creating an IVR platform that will add to, not detract from, customer satisfaction in your contact centre.

Automatic call back

From the perspective of improving the overall customer experience, one of the key additions to the latest IVR technology is automatic call back. When the intelligent software recognises that a query cannot be resolved through self-service, it triggers an offer to have an agent call the customer back as soon as someone is free. This saves them having to sit in a queue and is the kind of added convenience that helps to build trust in IVR.

Offering choice between self-service and speaking to an agent

Another big improvement with IVR systems is there is no longer an assumption that customers are happy dealing with an automated self-service platform. As with automatic call back, offering a choice between speaking to an agent or continuing through the self-service option early in the call shows courtesy and a commitment to personalised service.

IVR integration with ACD

One of the key flaws with early IVR design was that there were no means of sharing information with the automated call distributor (ACD). That meant when a call was routed to an agent, customers would have to repeat all of their details again - making them wonder why they gave them to the IVR in the first place. Modern IVRs like the NICE CXone self-service platform fully integrates with ACD so when a customer provides details at the start of the call, these are automatically shared with the agent.

IVR integration with CRM

As companies look to personalise service at every opportunity, customer relationship management (CRM) systems are becoming increasingly important in the contact centre. CRM gives an agent information about all previous contact with a particular customer so they can pick up the thread of queries quickly and offer more efficient, relevant service. This also applies to IVR and automated service systems, too. With IVR, for example, standard greetings can be changed based on recent interactions. If the CRM contains details of a purchase the day before a call, the IVR greeting could be something like “Are you calling about your new product,” with the menu of options changed accordingly.

With these features, IVR plays a key role in improving customer experience in the contact centre. Having shaken off the ‘annoying’ tag, IVR is now a key tool in making service more streamlined, consistent, responsive and personal.

Get in touch today to find out more about how Business Systems can help you implement an IVR solution that ensures customer satisfaction, not frustration.

Source: https://www.businesssystemsuk.co.uk/blog/2018/07/26/4-steps-creating-ivr-programme/

Publish Date: July 26, 2018 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



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