Category: call center

7 Ways to Bring Your IVR into the Future (or out of the past)

Post author By Andy Begnoche
Post date September 9, 2022

Not all companies and contact centers are the same size or have the same budgets. This list has been compiled from industry trends and over 30 years of working with brands in all types of industries. Whether you’re managing a handful of seats or hundreds of agents, choose the items on this list that will have the most impact based on your current situation.

Get to know your customer

This is probably the most underrated and underutilized tactic for most companies. Understanding your customer and what/how they want to interact with your brand will make all your initiatives much more effective. Take the time to speak with frontline agents to understand not only your clients’ demographics – but also their preferences. Use this data to fine-tune your IVR and other self-service tools to optimize client engagement with the brand.

Localization & Customization

Hop on this trend and look to customize every contact as much as you can. Leverage the data your agents are tracking in the CRM to improve the customer experience. Meet your customers when, how, and where they want to be met, on whichever device or platform they prefer. And do it in their language or dialect. Nothing builds more trust than being greeted in your native language.

Automation & Conversational IVR

If you’re still using traditional IVR, look to migrate to a conversational platform. You must be looking at a ‘Mobile First’ approach. Callers trying to navigate a keypad on the go are not ideal. Provide your callers with the option to use voice commands, and this will speed up caller intent and provide a much better experience. It will also allow for more built-in automation, which the IVR can handle and keep the call from going to an agent unnecessarily.

Branding

The IVR is the front door to your business. Make sure it provides the best first impression possible. Often overlooked, branding plays a key role in caller confidence. Having the right voice that fits your brand and can serve as a “spokesman” builds callers’ trust, as they consistently hear and recognize that familiar voice while engaging with the brand. Having clear, concise messaging increases caller comprehension and reduces miscues in the IVR.

Omni-Channel Consistency

Whenever possible, provide your contacts with a brand-appropriate experience, no matter which channel they are engaging with. This includes the words and tone you use – from your agents to your chatbots to your IVR. Too often brands aren’t consistent in their messaging, and your contacts can feel like they’ve called the wrong company. Just because Marketing thought the new chatbot should sound hip or cool doesn’t mean it’s on-brand. Find a sound that fits your brand and tweak it accordingly, depending on the technology and platform.

Regular Auditing & Tuning

How many times have you called a brand to hear three or more different voices when interacting with the IVR? Make it a routine to call and listen to your IVR and ensure it’s being updated as you update other areas of the contact center. The IVR can sometimes be treated like the middle child and appear forgotten as you move quickly to upgrade or implement new tools. At least once a quarter, ensure your IVR is still providing the most comprehensible and efficient options and that it’s been updated to leverage other channels.

Visual IVR

Visual IVR unlocks the IVR from the voice channel and expands its use to all other developed channels. Many companies are now embracing a visual IVR and realizing they should have done it sooner. This simple technology can help to revolutionize your interactions with contacts, increasing C-SAT and reducing customer and agent effort.

How are you maintaining your IVR? Let us know in the comments what we missed or suggestions you would recommend.

call center IVR phone menu prompts scriptwriting tips

15 Voice Prompt Blunders To Avoid in Your IVR System

Post author By Matt Rosenhein
Post date March 7, 2022

When writing voice prompts for IVR or ACD systems, clear concise communication is key. The thing about a well structured call-processing system with properly recorded voice prompts is that you just don’t notice it. What you do notice, however, is a system that is riddled with problems and errors.To ensure you’re creating a great caller experience, be sure to avoid these 15 common blunders in your voice prompt scripts:

Using the Word “dial.” True story: I have never “dialed” a phone. For my whole life, I’ve pressed buttons. Now, I press “buttons” on my touch-screen phone. Think about it–when was the last time you actually dialed a phone? If you are instructing callers to dial an extension, you should switch to the term “press,” otherwise you might seem outdated.
Too many menu items. As a general rule, 3-5 items should be sufficient for each level of your menu. If you have more than that, callers may become confused, unengaged, and frustrated, making work harder for your reps.
Not enough menu items. Too few menu options is also a problem. If you don’t give users enough options, they may not be sure which department is the right choice for them.
Putting the extension number before the name of the person/department. A good prompt will say, “For Sales, Press 1” not “Press 1 for Sales.” Why? Callers are listening for their destination first, then how to get there. If you play the extension first, they’re not likely to associate the number with the department.
Forgetting to tell callers they can enter a known extension at any time. Many repeat callers will know which extension they need to use before hearing any of the options. They might have even looked it up on your website or seen it in your email signature. Make sure you remind these callers that they can enter an extension without listening to the prompts.
Neglecting an exit option. You should let callers know that number they can use to immediately leave the system and speak to a live human (during business hours, of course). This works in two ways–first, callers immediately know that there is a “real human” who can talk to them. Second, if callers know they can leave the phone tree, they’ll be more receptive to listening to your prompts.
Having a long greeting before prompts begin. Time spent with an IVR system isn’t the same as hold time.
Using an unprofessional-sounding voice. Professional Voice Over Talents exist for a reason: people like to hear them.Your automated answering system might be the first impression callers have of your business. Why would you use staticy, improperly recorded announcements?
Not having an “after hours” variation of your prompts. When your office is closed, you should have a prompt that lets people know this and encourages them to leave a message (with appropriate menu option) or call back during normal business hours (and give hours). An after hours greeting can also include emergency contact number or direct clients to a self-service option on your website.
Repeating the word “please” in every prompt. In business, proper manners are essential. On your phone system, saying “please” with every prompt is redundant and irritating. Say “please” in the first prompt, then keep your options more streamlined for easy listening. Remember–you’re writing for the ear.
Using long phrasing for each prompt. It’s a prompt, not a message. Keep it short and to the point so you don’t lose caller’s attention. Think of each prompt as a call to action.
Stating extension numbers as one number. If you’re saying “Two hundred three” instead of “Two Zero Three,” you’re making a grave error and potentially going to have a lot of confused callers. It’s not that people will be looking for the button “two hundred three” on their phone, it’s that they might here two and three and ignore the zero. Plus, doesn’t it sound weird to tell callers to “Press Two Hundred Three”?
Including Jargon. Jargon got its name because people don’t understand it. Unless absolutely necessary, avoid jargon in your voice prompts to make the caller experience as painless as possible.
Putting frequently requested options at the end of the menu. It just makes sense to put the most frequently requested options first. If you already know what people are looking for, you should aim to deliver it as quickly as possible and move them efficiently through the rest of your call processing.
Lacking Consistency. If you use inconsistent phrasing for your prompts, you’re likely to confuse callers. By changing your word choice, the caller won’t be able to follow a predictable pattern. For example, you shouldn’t say, “For sales, press 1; To reach customer service, press 2; Press 3 for reservations.” It just doesn’t make sense.

What do you think? Have you heard any voice prompts that have made you cringe? Would you add anything else to this list?

call center holiday tips

Holiday Call Center — 5 Best Practices

Post author By Sioban Schmeding
Post date October 5, 2017
No Comments on Holiday Call Center — 5 Best Practices

Holidays are the busiest time of the year. Not only for personal reasons, but many industries see increased traffic and sales due to “the most wonderful time of the year.” Most businesses cannot afford to lose sales during the holidays, making every interaction vital to a companies’ success. In the U.S. a poor customer service experience can cost you $41 billion per year! (Source) If you own, work, or operate a call center we cannot stress enough how important preparing for the holidays can be. Let’s take a look at 5 best practices for successfully operating a call center in the holiday season.