Are you troubled about your
company's IVR automated systems? So many people have been holed in the wave of
balancing the receptivity of their live call centers with the
cost-effectiveness of their automated IVR systems. There has been an amazing boost
in the rates of consumer dissatisfaction in the past few years, sending
entrepreneurs into stressful fevers. For instance, the American Management
Association has described that around 68% of consumers will stop doing business
with a company due to bad service; while over 20% of the general population stops
using particular services every year because of the long waiting hours in the
phone lines of customer service.
While several companies find
automated IVR systems inevitable, a big portion of firms that use these systems
usually suffer losses because of bad customer service. However, the fault is
not with the system but the implementation design used by most of the
companies. IVR is exceptionally pleasant to deal with if the design is right.
Here are some important tips on how to make IVR systems work for your business.
What
is the purpose of the IVR system?
This is the foremost question
that your design must answer. For instance, your IVR systems must offer the
most commonly sought answers such as the hours of operation and locations; must
direct the callers to the most appropriate agent especially for issues that are
extremely complex or loaded with emotion (such as accidents, injuries, and
frauds); and offer immediate solutions to the simplest problems such as
delivery status of items and account balances.
IVR Alternative
Customers will be annoyed if
the IVR automated systems offer too many options. Several people cannot master
more than four options and they would easily be confused. Limit the system to a
few digits and a few steps. Today's revolutionary step is to take your services
online: offering self-service options, clear FAQ sections, making everything
idiot-proof, and simplifying all processes.
High Quality Volume
Make sure that IVR automated
systems are designed to accommodate high-volume spikes in calls. Therefore,
hire many agents or find contracted services to handle the extra load during
call spikes. Also make effort to continuously improve your system: that is,
getting lots of feedback, analyzing customer opinions, and automating the
common answers to common questions.
Customers Appreciate
Spice the IVR automated systems
by adding humor and relaxed tones. For instance, the use of simulated noises
and games can help customers to appreciate your services more. Personalize your
system to create a positive brand perception among your clients. Exceptional
voice quality can also improve the value of your systems. What if there are
specific customers that are of extreme worth to the company? They deserve
customized services such as alternative transfer codes and phone numbers. They
will be very happy about the improved efficiency.
Traffic Lead
Never forget to offer your
clients the option of talking to a company representative, stating the hours in
which the service is available. Make zero the number that leads them to the
representative since it is the commonest and most popular number. This option
adds value to self-service.
Crucial Tips
These tips can help you to
create an exceptional IVR automated system. But you must also make effort to
learn as much as you can about the efficiency of these systems in order to run
ahead of the rest.
0 Comments