Review Your IVR Experience

What kind of first impression does your IVR give callers?

Following on from last week’s webinar, Modernising The IVR with Call Centre Helper Magazine and Talkdesk, we thought it would be useful to share some of the points we covered.

How to Review Your IVR Experience

The best way to review your IVR experience is to pick up your mobile and dial the phone number of the IVR you want to evaluate…

Take a walk in your callers shoes

Take off our corporate hat and forget everything you know about your organisation and it’s internal processes, for the full experience, oh and be honest.

1. Navigation Time

   How long are your welcome and compliance messages? Could they be shorter?
   Your customers will love you for making them as succinct and relevant as possible.

2. Main Menu Options

   Are you bombarding callers with too many options?

   Keep your main menu as short as possible, ideally less than 5 options.

3. Multiple Layers

   How many sub menus does your IVR system have?

   Used well, sub menus can make the caller journey feel quicker and more interactive.
   Ideally your IVR call flows should have no more than 3 layers including the main menu.

4. On Brand Messaging

   Are all your IVR Messages recorded with the same professional voiceover artist who matches your company brand?
   Do your scripts match the language and phrases on your website, social media channels and other corporate communications?

5. Call Queue Experience

   How long do your callers spend in the queue before speaking to an agent?

   What type of music and messages do they listen to?

   If the music is a 30 second clip of an 80’s synth track that came with your contact centre solution and that’s interspersed with one voice message apologising for the wait, you’ll soon frustrate callers and your abandonment rate will climb up.

6. Contact Centre KPIs

   Your KPIs point to areas that need improvement, a high number of internal transfers highlights that your IVR menu options are confusing callers. Likewise if callers are abandoning when in the call queue then your music and messaging needs to be improved.

So there you have it: the top 6 areas of your IVR to review today.

If you’d like us to perform a free no-obligation IVR Review just complete the form here