Take a Fresh Look at Your IVR | Workforce Optimization Blog

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Take a Fresh Look at Your IVR

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The IVR at a contact center is like the drill in a dentist’s office. It has to be there, but no customer ever wants to experience it. 

Still, this may be the first involvement a customer may have with your company, so it’s important to make the best first impression possible. Given most people’s reactions to recorded messages, that may be an uphill battle. 

When is the last time you reviewed your IVR, and whether it is helping or hindering customer relations? If it’s time for a checkup, here are some tips to help. 

1. Brevity

The faster the IVR gets customers the answer they seek, or to an agent, the less intrusive it will appear. Long marketing messages incorporated into caller options are usually perceived as annoying, not informative.

2. Clarity

Are the menu options clear? Will a caller always know which selection will get them where they need to go?

3. Anticipation

Have all of the most prominent reasons for customer contact been taken into consideration? Are most callers hitting the ‘0’ to speak to an agent right away because the IVR does not present them with a better option? 

4. Inclusion

Have your customer demographics changed? Are recorded messages available in more than one language? Does the recording use phrases that may be familiar to some but not to others (slang)?

5. Automation

Can your IVR be tied to speech analytics for even faster and more accurate call routing?

With these assessments, you should be able to arrive at a better assessment of what the IVR is supposed to achieve, view the system from the perspective of your customers, create a message that is clear and simple, and measure rates of IVR abandonment (and where they occur) to further fine-tune the end result. 



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