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 Basic Member for free. Click Here

Customer Service Hell ls Spelled...IVR! - Service Quality Institute - ContactCenterWorld.com Blog

Customer Service Hell ls Spelled...IVR!

You have just entered Customer Service Hell. It's the phone call looped through a frustrating automated system known as IVR (Interactive Voice Response)-you know, the one where you "Press 1 to continue in English" and "Listen closely to our list of options, as they may have changed." Or, "Please call back during our normal working hours."
 

Calling for help.

While automated phone attendants sound great for the business that's set one up, it's not ideal for a customer that just wants to speak to someone about a question, concern, scheduling of an appointment, or simply to learn about your services.

It feels impersonal and makes customers think that you just don't have time to deal with their phone calls. Don't magnify the problem by creating a situation that wasn't so bad to begin with by having technology in charge of your customer's first impression. Having a human answering the phone with a friendly voice helps to handle issues quickly and professionally.

What happens when you keep an automated voice on the  other end? You're going to end up costing yourself sales. There is no longer a welcoming voice that is eager to get a situation resolved and the call handled promptly; it's the same generic greeting, complicated menu to  follow, and a frustrated caller deciding it's not worth the  trouble.

Telephone... the Virtual front door to your business. There is no substitute for a friendly human voice, who answers the call promptly and appropriately. When someone calls your business, they want answers and incidentally, they may also want to purchase your product or service.The fact is, as customers don't run on the same time schedule as your business, you need to make every effort to have their concerns take care of according to their schedule, nor  yours.

You have just entered Customer Service Hell. It's the phone call looped through a frustrating automated system known as IVR (Interactive Voice Response)-you know, the one where you "Press 1 to continue in English" and "Listen closely to our list of options, as they may have changed." Or, "Please call back during our normal working hours."

Very few companies have 24/7 live people answering their phones thereby limiting their ability to attract new customers and keep old ones. Very few companies realize that the power of a live person an­ swearing the phone still matters! The following companies do:

Metro Bank in London has 24/7 live customer service representa­tives. (44 20 3402 8312).

LL Bean has 24/7 live customer service representatives (888-731- 3170).

Stew Leonard Grocery stores has live customer service representa­tives during their open hours from 7am - 11 pm (203-847-7214).

Apple is an anomaly; you are connected with an IVR for a very short period of rime. They answer the phone quickly and your telephone number alerts them who is calling and then they answer with, "Good

Morning John, which of your apple produces are you calling about?" After which, you are connected to a live person.  (800-676-2775).

How to Win customers... talk to them. A phone greeter is the first impression of the company, the person that is going to answer general questions chat may make an "interested" customer turn into a "sold" customer, and the person that verifies details to make sure the customer gets their appointment scheduled or transferred to the person in the company chat can help them best. I think businesses should treat the person that answers the phone as a part of the sales team.

An automated voice is such a deterrent that some customers won't wait to go through the prompts or listen all of the way through until they know which number to hit; they may simply hang up after feeling like they are just another number.

A welcoming voice, on the other hand, can make a person feel good, reflect well on the company, and make it easier for a solution to be made to the reason behind their call. Companies that  treat  their phone greeter like a sales person may notice chat taking the position seriously is a great way to boost sales and get prospective customers to do business with you.

Give 'Em Something to Talk About

Get everybody customer-driven so that if somebody walks into your business through the phone line, the Internet, or in person, the experi­ence is "Awesome." Your customers will feel much more important when they are handled by a human rather than an automated operator. "Mm have a better chance at offering a superior Level of service when a live person can help someone promptly and in a .friendly way." -John Tschohl SSE

 

John Tschohl is an international service strategist and speaker. He is Founder and President of th< SDescribed by Time and Entrepreneur magazines as a customer service guru, he has written seven books on customer service.

Visit www.johntschohl.com
Connect Jolin T'OChohl
Follow @johntschohl

Source: http://www.customer-service.com/blog/201611/Customer-Service-Hell-ls-Spelled-IVR

Publish Date: November 21, 2016 5:00 AM


2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
 



View more from Service Quality Institute

Recent Blog Posts:
Why it’s Almost Impossible to Implement a Service Culture PlanNovember 12, 2018 5:00 AM
Are You Guessing on Your Quality of Customer Service?May 31, 2018 5:00 AM
Service Recovery and Handling Irate CustomersMay 7, 2018 5:00 AM
What does it take to be a Customer Service Leader?January 10, 2018 5:00 AM
Customer Service in 2018!December 14, 2017 5:00 AM
8 Principles of Great Service to Create a Service CultureNovember 13, 2017 5:00 AM
7 Key Steps Critical to Being a Service LeaderOctober 17, 2017 5:00 AM
If You Can’t Say Something Nice About Customer Service…COMPLAIN!August 17, 2017 5:00 AM
Customer Service Hell ls Spelled...IVR!November 21, 2016 5:00 AM
Customer Service Recovery for HotelsMay 10, 2016 5:00 AM

ABOUT US IN 60 seconds!

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