Adapting an IVR System to Work With Your Business - Top 10 Tips

IVR can be a controversial topic but when it's given the right attention it can add significant value to any customer's experience, not to mention contributing to improving productivity. We have been supplying IVR systems for over 10 years and our account managers have been building a huge range of these IVR systems both simple and complex and for the benefit of businesses just like yours. 

Here are some of the top 10 tips for IVR success. 

First things first let us clarify what an IVR system actually is; although it stands for 'interactive voice response' it also encompasses the selections in which we make using a telephones keypad - so in other words pressing the buttons on the keypad to answer any pre-recorded announcements. 'Voice Menus' is what we often tend to refer to when talking about IVR. 

We've all had one of them frustrating IVR experiances in life where more often than not it results in phone chaos and rage; which is one of the reasons why it's earned a bad reputation. 

So how can an IVR system bring your business success? Here are our personal top 10 tips that will work for you and your business.

1. Always have the customer in mind - this maybe a bit obvious but you wouldnt believe the amount of businesses that fail with any IVR system because they don't think of the customer. It's crucial to make messeges clear, concise and easy to understand. Why not start with a common scenario at the beginning? 
2. Simplify the levels - never have too many options or layers and don't make the options too long. Don't over complicate! Consider using different dial-in numbers as this can effectively remove the first step meaning each number has a specific queue - the number dialled triggers the subsequent voice menus in which are tailored to that call type accordingly. 
3. Don't create barriers - give the caller the option to escape and get a live agent on the line. This can be any rule you wish for example pressing '0'. In some cases, if there isn't an option callers tend to become unhappy and will most likely take out this frustration on the agent - when they eventually reach them. 
4. Ensure consistency with your other channels - always keep in mind staying true to your own brand. Put yourself in the shoes of the caller - what tone of voice and language do you want to hear? Also consider your messaging. 
5. Give callers the ability to change an option - if there are several options in which the caller can choose, it's a good idea to have an option which gives them the ability to return to the previous option and make changes. From what we discovered, this can have a clear impact on people staying on the end of the line rather than dropping off because the wrong option was chosen. 
6. Avoid repetition - if you need some verification of identity i.e. an address or account number that you need to ensure that the options given to the caller on the IVR system are not repeated by the agent. Even if your business doesn't require any customer verification, be mindful of the repetitions in your menus and agent interaction. 
7. Be clear; give direct instructions - ensure all instructions are sufficiently clear and direct - if the caller needs to press a key at the end for something to register then say so! This might sound really obvious but we have come across numerous scenarios where there was a key pressing barrier block to success. If your customers are being held in a queue this could be the ideal time to cross sell or upsell, or give the caller information that will assist when the caller reaches the agent, for example "please make sure you have your account number to hand when you speak to the operator". Our research over the years shows that a bespoke upsell messege has a huge impact in selling the mentioned product. 
8. Make sure the right agents are in the right place when the caller is connected. Believe me there is nothing worse than spending time navigating an IVR system for hours only to be connected to the wrong agent in the wrong department then having to be passed around the whole system. Oh and don't forget with any information that the customer has entered - be sure to present this to the agent so tney have a rough idea as to why the customer is calling. 
9. Be intelligent - if and when you integrate your CRM or other data systems you can tailor the voice menus based on the customer which contributes to delivering a great customer experience. Here's a couple of ways you can be intelligent: 
   • A Customer With An Overdue Account - payment options as the first step of the system. 
   • You're Most Valuable Customers - look at their frequent options and tailor the voices to them. 
10. Track the progress - make sure you have access to up to the minute reporting so that you can understand what is happening and identify any areas of improvement. Are there any stages what have a significantly high abandoned rate? Or stages callers had to step back on? 

Oh and one last thing you MUST keep in mind - be sure to revisit the system every now and again. Perhaps you could get some of your customers to take a quick survey to see what you can improve. We know from experience it can be an incredibly effective tool - we've seen the results first hand. 

Don't you think it's time to make it work harder for your business?