When current or potential customers call your business, how would you rate their experience with Interactive Voice Response System? Good? Bad? Not sure? Consumers don’t enjoy getting lost or transferred repeatedly when trying to reach a call center representative.
With all the advancements in technology, customers expect the customer service experience to be easier, not harder. A majority of the consumers in the U.S. still prefer dealing with a live agent to any online dealings. It’s also no secret that approximately half of all customers will switch service providers if they’ve received unsatisfactory customer service.
Interactive Voice Response System Defined
First, let’s get the definition of the interactive voice response system (IVR system) out of the way. An IVR system typically consists of pre-recorded responses combined with keypad options. Some companies are already integrating voice recognition technology and conversational artificial intelligence (AI) to allow for callers to speak their needs instead of using the keypad on their phone.
The IVR system determines the reason for the call, then routes the caller to the agents best qualified for handling their issues and questions. The goal is to reduce the time the caller spends in the interactive voice response system and on hold. However, it does not always serve its purpose.
Let’s say you decide to call a local company because you prefer speaking with a representative as opposed to an online chat. You’re listening for the option that transfers you to a live person but suddenly you’re at the end of the menu and feeling confused. You patiently go back through the menu but determine it’s getting you nowhere so you press “0” because you’ve already wasted enough time. If this has ever been you, raise your hand.
When presented with complicated menu options, callers tend to become confused. Don’t leave them lost and frustrated. Throw out complicated menu choices. Instead, create a simple, straightforward and useful menu, leaving your callers happy. Trust us, nobody likes dealing with angry customers.
Call center solutions offer advanced integrations in improved speed recognition software, personalized service, and better self-service menu. Personalized service is a direct result of the compilation of the customer’s call attribution data; such as shopping habits, call history, and more. Providing customer data before the call connects benefits the agent because they have a better idea of the caller’s situation or reason for calling, which in turn also benefits the caller. A well-programmed IVR system allows for more efficient call routing by gathering essential customer data, which then reduces call hold times.
IVR systems operate around the clock. There’s no waiting until the morning to call in just to wait on hold to get the task done. Clients easily use the self-service menu to make payments or check their account balances. Simple. Quick. Happy.
Improving customer experience with interactive voice response system
Tracking your call center metrics, including your customer experience with interactive voice response systems, is critical to creating a great encounter for your callers when they contact your business. Speak with ChaseData to determine the call center solution right for your company!