Today’s consumers are increasingly fond of self-service.

Part of this comes from the convenience of self-service options; whether it’s paying a bill from the comfort of your own home or canceling a subscription without having to spend half an hour on the phone with someone, it’s an approach to customer service that fits the busy modern person’s schedule.

However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire to talk to actually talk to other people on the phone. While often mocked by older people, this is just a natural part of the evolution of communication - and something that should be catered to by businesses that hope to remain competitive. Offering more contact center self-service options is one way to keep these businesses relevant in a time when they have fallen out of public favor.

Most modern call centers rely at least partially on an IVR system. The IVR - or interactive voice response - system is an integral part of modern customer service. Providing self-service freedom for consumers when done correctly, it can help direct call flow traffic effectively without additional cost - but only when done properly.

Could your IVR system be doing more harm than good for your contact center? If you’re using the wrong technology - or approaching the technique the wrong way - there’s a chance that the answer is yes. Here’s how to know if your contact center’s IVR system is a bigger problem than a solution - and how to fix it:

Interactive voice response systems (IVR for short) properly administered can be a much welcomed addition to your call center operations. Customer frustration can actually be lowered, critical 'of the moment' information can be delivered without the use of call center agents and moreover, high volumes incoming calls can be efficiently routed the proper departments. In a recent survey 66% of respondents believe that "self-service" systems such as Call Center IVR is more convenient than speaking with an agent. Consider also, that this preference is 82% among Gen-Y consumer respondents. With the majority of consumers still preferring customer service via telephone - the future looks bright for IVR in your hands.