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IVR Solutions

This section of our technical library presents information and documentation relating to IVR Development and custom IVR software and products. Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. The PACER and WIZARD IVR System is just one of many DSC call center phone system features..

What Is IVR?. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either inhouse service agents or transfers the caller to an outside extension.

Contact DSC today. to learn more about our IVR services and IVR application development software.

Why Customers Hate Your IVR System
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What you might be doing wrong, and how to fix it

So if IVR systems can do all these things for your customers and your business, then why do customers hate them?

Here are the three main reasons for the bad reputation of IVR systems, along with some tips about how to avoid the pitfalls of self-service applications.

Are you automating the wrong applications?

Many of the jokes and the horror stories about IVR systems stem from automating the wrong kind of applications. If the customer wants to check a credit card balance, then IVR is probably the way to go. If the customer wants to report and cancel a stolen credit card, then the reassuring voice of a concerned and competent live agent can prevent your company from becoming the star of tomorrow morning’s “You won’t believe what happened to me” story. If the customer wants to transfer $200 into an online trading account, she’ll probably perceive self-service as a convenience. If she wants to sell 2,000 shares of stock at a $40,000 profit, then she’ll want to talk to one of your brokers.

Bottom line: Before you decide to automate an application, look at it from your customer’s point of view. How complex is the transaction? How important is the outcome to the customer? What emotional state is the customer apt to be in when making this request? Is the customer more likely to appreciate privacy or human contact in this situation?

If you automate the wrong transactions, your customers have every reason to hate your IVR. Automate the right ones, and they’ll love you for it.

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Contact DSC today. to learn more about our IVR services and IVR application development software.