Does Your Call Center IVR Contribute to a Positive Customer Experience?

More call centers are turning to an Interactive Voice Response (IVR) system to supplement their live agents. Having IVR can boost call center efficiency in several ways: calls are routed faster, some questions can be answered without agent involvement, hold times are often reduced, and for call centers that are not open 24/7, IVR offers a means for customers to still obtain information. However, for some customers IVR is not only inefficient, it’s downright annoying. Customers over 40 in particular may not be as willing to “talk to a machine,” and if they have to repeatedly “press 1” or tell that overly-friendly recorded voice what type of service they need, they are more likely to just hang up. How can you tell if your IVR is helping business – or hurting it? Analyzing calls and listening in to IVR interactions will provide the insight you need to make this determination. So it’s important to start your call monitoring and quality assurance at the IVR, not when the agent takes the call. If you are losing too many calls during the IVR process, it may be time to make changes. Is there a way to explain the caller’s options more clearly? Is there a means for the caller to bypass the system quickly if they insist on speaking to an agent? In addition to reviewing call recording data, a caller survey that requests feedback on the IVR stage of the call can also yield insight into what customers like, and what they do not. To learn more about strategies for improved quality management and customer experience, please click the link to download our whitepaper.

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