30 Questions to Ask Yourself When Mystery Shopping Your IVR - Talkdesk - ContactCenterWorld.com Blog
Like any well-oiled machine, a call center requires regular check-ups. This includes obvious evaluations like reviewing the performance of call center agents, as well as more subtle tests like reworking call center software settings. Taking regular stock of the many aspects of your call center’s operations is essential to the health of your business.
Call center agent performance is easily diagnosed by using historical and real-time reporting functionality. Leverage these call center software features to evaluate agent efficiency, effectiveness and many other individual performance metrics.
Checking your call center settings, on the other hand, can be a little trickier, particularly if your call center software solution is not user-friendly. But, let’s assume the best case scenario: You’re operating with a call center software that allows for one-click customization of a variety of settings.
Successful implementation of a call center software solution includes customizing every setting from business hours to a call abandon threshold. These settings are likely optimized from the get-go, but the vast majority should not fall in the category of “set it and forget it.” Failing to update your call center software settings to reflect the changing needs of your business can spell disaster for your call center.
The worst possible settings to neglect are those that wreak havoc on your efficiency behind the scenes and undermine customer loyalty up front. One such accident waiting to happen? Your Interactive Voice Response (IVR) System’s configuration.
Your IVR is the first interaction customers have with your company and, according to one study, it constitutes up to 27% of the total call experience. This is a system that packs a wallop, so it’s imperative that you check it’s impact regularly.
A conservative recommendation would be to check your IVR‘s configuration every six months, regardless of whether there have been customer complaints. Given the ease with which you can look into your IVR’s effectiveness, however, you might be better advised to check in even more frequently.
Testing your IVR is a similar process to retail chains sending mystery shoppers into their stores. The idea is for you to experience what your callers are experiencing. To do this, simply dial in to your call center during business hours and follow the IVR prompts as a customer would. Have a customer persona in mind rather than just giving random responses. This should be repeated until you have satisfactorily gone through every branch of the IVR tree.
While you’re mystery shopping your IVR, here are a few questions you should be asking yourself:
Are my IVR greetings effective?
Is the voice grating?
Is the text grammatically correct?
Do the IVR greetings convey the right message?
Is the information outdated?
Are the greetings too long? Or too short?
Are the greetings confusing?
Are my IVR prompts effective?
Are the menus overly long? Or overly short?
Are the menus overly general? Or overly specific?
Are customers being routed to the correct IVR level?
Is it clear which choice customers should make in every scenario?
Is the wording of prompts grammatically correct?
Is my IVR hold music appropriate?
Is the music annoying? (Keep in mind the average time in queue for your call center.)
If there are lyrics, are they professional?
Is the music interrupted too often with messages or marketing from your company?
Does the music match the tone of your company?
If you are using speech-recognition software: Is it effectively deployed?
Does the system reliably understand voice commands?
Is it clear what voice response should be supplied in every scenario?
Is it accessible to all segments of your customer base (international callers, etc.)?
Does the system understand variants of important commands?
Are calls being appropriately routed?
Are there enough call center agents in each ring group?
Is the IVR synced well with the skills-based routing feature?
When callers seek to leave a voicemail or hear a recorded message, are they reliably connected?
Are certain agents or ring groups being favored by the system?
Does the IVR fulfill its intended purpose: routing callers efficiently to resources?
Above all else, when you’re mystery shopping, you should be asking yourself the Golden Rule of the IVR:
If I was the customer, would I find this experience effortless?
Are you interested in exploring a call center software solution with advanced IVR functionality and easily customizable settings? Request a demo of Talkdesk’s cloud-based call center software today.
Publish Date: January 15, 2016 5:00 AM
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