Is Your IVR (Interactive Voice Response) Doing More Harm Than Good? - PlayVox - ContactCenterWorld.com Blog
Originally created in the 70’s, it has grown from touch tone keypad to voice recognition.
IVR was created with the best intention in mind. Benefits of IVR are many when used correctly, saving both staff and customers time as well as reducing contact center expenses.
Yet could it be that something so good be negatively affecting your customer service?
Benefits of IVR (Interactive Voice Response)
Points customers in the right direction
Reduces staff expenses
Answers to account information and FAQs can easily be handed out without the need of being transferred to an agent.
As a consequence, fewer agents are needed, resulting in lower staff expenses. Your agents can focus on giving improved customer service and first call resolution, resulting in happier customers.
**Do you give more importance to First Call Resolution or Average Handling Time?**
IVR does not equal better customer service
Ever been stuck on a complicated IVR and ended up repeating, screaming and hanging up because it wasn’t doing what you needed it to?
IVR maps can be are long and confusing, voice recognition can be of poor quality and the entire process can plain out stress the client instead of making their lives easier.
Quality IVR needs quality logistics
It depends on how agent logistics are being handled.
- How are you organizing the shifts of your agents?
- Have you analyzed peak hours, holidays and months?
- How are you managing the number of agents according to peak activities?
The importance of human touch
**Looking to provide a more personalized customer service?**
However, if clients still need further assistance, they expect a human to guide them through the technicalities they were unable to figure out themselves.
Even if having a reliable, intuitive and intelligent IVR system for your customer service experience is essential, we cannot underestimate the power of the human touch when it comes to customer service.
Constructing a smooth IVR experience
In addition, IVRs can also serve the purpose of collecting customer data in order for agents to attend them faster once they are connected. Yet, many times, the same information gets asked twice. Why is there a disconnection between the IVR and the agent? It’s a bump in the customer service road that needs to be fixed.
IVRs is not the answer to cheaper and better quality customer service. IVR is a mere tool, and must be used and set up the right way for it to work.
Is your IVR up to par or in need of some revamping? What do you recommend doing to have an all-star IVR? Share your thoughts in the comment box down below!
Publish Date: June 17, 2016 5:00 AM
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