GoResponse Telephone Answering Service Staff

Avoid common IVR mistakes for better performance

Telephone in blueFor many call centres, interactive voice response (IVR) is a vital component of customer services. When it’s done correctly, IVR allows customers to help themselves, enables calls to be diverted to the right agent, and saves a lot of time overall. However, common mistakes still exist, and these must be eradicated if telephone answering services are to gain their best performance.

The first problem is noted when call centres try to structure IVR menus around the goals of their organisation rather than their customers. Menu wording is sometimes structured towards what a company wants to achieve, and it often fails to provide simple solutions for consumers. As a result, people receive poor customer services, with callers becoming confused and unable to help themselves or connect with the right agent.

Another issue that remains common is only automating the most low-value tasks. Whilst including regular processes on IVR menus can be to a customer’s benefit, it is important to offer a host of options so that people can quickly ascertain whether they are able to sort out a problem on their own or need to talk to an agent.

Finally, it is vital that IVR doesn’t force callers to constantly repeat themselves. Repetition is often required when people are passed between menus and agents, and it’s also sometimes necessary when they are moved through the IVR process. This needs to be removed at all costs to avoid frustration for callers.

By eradicating these common issues, call centres can create far better IVR menus. These will help customers and boost overall business performance.

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