IVR or Interactive Voice Response (also known as automated phone systems or telephone menus) receive a lot of bad press, but done in the right way they can provide effective and efficient IVR solutions to callers, free-up the time of employees for other tasks and save your business money.
Many callers will tell you that using an interactive system is stressful and confusing. It’s one of those situations where they don’t notice when it’s done well but definitely express annoyance when it isn't. We’ve come across many problems with IVR systems over the years. Here are some of the main problems we've identified and the benefits of a great IVR system...
Creating a great customer experience via an intuitive IVR system
Developing a superior IVR brand representation for the Private Banking division’s high net worth clients.
Developing and producing an audio brand identity that truly stands out
Help callers find the information they need faster or put them in touch with the right person who can help. No more going around in circles on an interactive system or being passed from one department to another.
Ensure the right people receive the right calls. No more calling other departments for answers or having to transfer callers. No more answering the same questions repeatedly. Know what their query is about before even speaking to them.
Most large businesses and call centres are charged per minute for incoming calls. A quicker more efficient IVR will give callers the answers they need faster. Your workforce will also be more efficient and avoid unnecessary enquiries.
We’ll help you choose the right voice for your brand, create scripts that reflect that and ensure a consistent style across the whole system. Your IVR will have the same tone and style as your other marketing materials.
If your IVR system isn’t working for you, we can take a fresh look and offer solutions. These may include re-branding but we’ll also look at the entire interactive journey, the purpose of each stage and offer suggestions for improving your callers’ experience.
We’ll help you select your IVR “voice” from some of the best voiceovers in the world. Our specialist producers will record and supply you with each voice prompt, encoded and ready to upload to your system.
Once you have the IVR system in place that reflects your brand and works well for your business, we’ll help you update it with new prompts whenever you need them, ensuring you preserve the style and tone of voice and maintain an efficient and effective call flow.