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Is Your IVR Speaking the Caller's Language?
IVR Featured Article

Is Your IVR Speaking the Caller's Language?

 
November 20, 2014

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  By Rory J. Thompson, Web Editor
 


A call center’s IVR (Interactive Voice Response) can either be a blessing or a curse, depending on how it’s programmed, and how intuitively it can hear and properly respond to a caller’s queries.

IVR systems have traditionally used proprietary code bases and architectures that limited integration and customizations. IVR systems provide two key capabilities – deployment of effective self-service applications and customer identification, and call center routing. Using these capabilities, contact centers can reduce their costs and increase first-contact resolution of customer issues and inquiries. That’s how it’s supposed to work in theory, anyway.


But the reality can sometimes be harsher.

In a recent blog post, Genesys (News - Alert) Director of Marketing Jim Casey likened some companies’ IVR capabilities to a popular series of books.

“In John Gray’s famous book, Men are from Mars, Women are from Venus, the author points out that understanding the other side, their approach, the rating scales, and other intricacies of communications can help bring relationships to new levels,” Casey wrote. “The same can be said with communications between your customer and your IVR, which is typically the first level of contact and the first impression you make with the interaction. So, how do you ensure that you start the communication off on the right foot, openly listening to your customer, actively communicating back important information, and building on that all important and valued relationship?”

Casey goes on to highlight some of the important distinctions that help extraordinary call centers stand out from the pack.

“Make sure your IVR experience is on the same ‘planet’ as your customers,” he says. “Your IVR should not be a roadblock to communications that make a connection with customers. If done correctly, a modern IVR platform backed by the right strategy and routing not only improves the customer experience, but you will also see an increase in productivity and a reduction in costs.”

And those last points all by themselves make an examination of your IVR operations worth the time and effort. If you’re not doing the job right, every time, why bother doing it at all?




Edited by Maurice Nagle
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