GoResponse Telephone Answering Service Staff

Tips for improving IVR surveys

IVR surveys can be a great way for call centres to collect customer feedback and ensure they are doing everything possible to provide the best service.  However, many IVR surveys have a poor response rate, making it harder for telephone answering services to improve their customer care.  Luckily there are many things that can be done to improve consumer interaction.

One of the most important things to do is to repeatedly test a system to confirm it is working.  This is because customers are volunteering to complete surveys, and are likely to abandon them at the first frustration.  Therefore, it is essential to offer a seamless and simple service.  It is also vital that call centres actually act on the results of a survey.  What is the point in gathering information if nothing is to change?  The survey data should be used to improve services so that repeat callers actually notice their feedback being taken into consideration.

Another area to consider is the “hang-up” data.  No matter how perfect an IVR survey is, a proportion of people will hang-up before it is complete.  The best surveys include a “hang-up” outcome for questions to indicate where consumers gave up.  High priority questions should be asked early on in surveys and worded in a way to give closed answers.  This ensures that as much data as possible can be collected.

IVR surveys are an important part of improving telephone answering services care and should not be forgotten.  By consistently changing and improving surveys, call centres can strive for peak efficiency.

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