- Business and Employment»
- Customer Service & Satisfaction
Using an IVR effectively
What is an IVR?
Some people also call it an ACD but whatever you call it, an Interactive Voice Response (IVR) or Automatic Call Distribution (ACD) system is used to get your customers to the right people to answer their questions or provide them with the right information.
When used effectively it can be great for your customers – they get their calls answered by knowledgeable people in a timely manner and for the companies its great too ... by knowing who your customer is calling and about what you can ensure that you have the right people in place at the right time and you are able to pull the appropriate information from the system to ensure that this practice continues.
However, when an IVR is not working the right way, you are putting your customers in what is known as “IVR hell” – basically your clients are talking to the machine more than to your staff and are in a loop, just going around in circles getting madder and madder. This is one of the best ways to lose business!
- Customer Service, Helpdesk and Operations: Mind Mapping
What is Mind Mapping? In its simplest form it is a technique whereby you use a diagram to represent words and ideas. Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion. By arranging the elements
- Customer Service Skills
Customer service skills are a key when working in any field and generate return customers, trust, and a solid reputation for both you and your employer. This has become a crucial aspect to the survival of any...
- How to Talk to Customer Service
Everybody has dealt with customer service representatives at one point or another. Whether it is in person or over the telephone, customer service is there to help you. No matter what you do, there sole job is...
- How To Give Great Customer Service
Whether you are running an online business, a service business, or a brick and mortar store selling physical products, practicing and maintaining quality customer service is the key to a successful customer...
- Customer Service, Helpdesk and Operations: What is the hardest thing about running a call center?
I was recently asked this question in one of the forums that I am active on and its actually a surprisingly difficult question to answer. Here's what I said to the Questionaire ... if you have a similar question, take a read through the points below
- What is a VPN
The term VPN stands for Virtual Private Network and is used to denote a secure and private network that has links through the Internet. Commonly used by businesses with remote staff throughout the world,...
How do you fix it?
Well sometimes the issue or problem might actually be related to the technology itself but more often than not it’s the fact that you are offering too many options to the customer or when they actually do reach a representative that is supposed to be knowledgeable in the area that they are concerned about to hear the response that they are unable to help without additional information – which is more than frustrating!
You need to manage the caller’s expectations and to do this right; you need to ensure that your customers know what information is required BEFORE they speak to your representative – mention it at the start of your IVR and at every hold interval that you need to put in. Make sure that the IVR is actually working – try it yourself ... REGULARLY ... and try it from a customers point of view not with your inside knowledge of who to speak to ... get people from other departments to call in if necessary. If you are able to integrate your IVR into your CRM solution do so – having all of the customers information available including past issues reported is extremely important and useful. Finally and perhaps most IMPORTANT ... ensure that your staff on the other end of the line are able to solve the problem! Finally reaching a live body only to be told that they will need to call back does not help your customer’s mood.