Summary
There are many proven interactive voice response (IVR) best practices that improve customer satisfaction and increase the IVR utilization rate, but they are still not widely used because of corporate short sightedness and fundamental misunderstanding of customers. Here are some of the best practices that all companies should implement immediately to improve their IVR effectiveness and customer satisfaction: 1. Do not lock customers into the IVR. 2. Do not ask customers to repeat their account data. 3. Do not assign a programmer to design your IVR script. 4. Redesign your script when implementing speech recognition technology. 5. Do not implement new scripts without first testing them on your users. 6. Set up a schedule for reviewing and enhancing your IVR script on an ongoing basis. Although these best practices will come with a short-term price tag, they will significantly improve the overall performance and financial benefits of your IVR self-service environment.
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11 Tips to Improve Ivr Effectiveness
There's been a lot of negative press recently about poorly designed touchtone and speech-enabled interactive voice response (IVR) systems. I'm sorry to say that most of the problems that I've heard, read about, or personally experienced are real. To make matters worse, the situation is inexcusable because the underlying technology that powers these applications is very flexible and can do significantly more than what it is be...
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