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IVR Solutions
This section of our technical library presents information and documentation relating to IVR Development and Interactive Voice Response 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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What is Interactive Voice Response (IVR) and Voice Broadcasting (VB) and how can it be applied to different ivr applications?
Visit our Contact Center Services
web pages to learn more about these products and services.
Contact DSC today. to learn more about our IVR services and IVR application development software.
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