IVR is sometimes applied to those company telephone systems where you punch keys to work your way through a menu of choices trying to find someone to help you. Increasingly callers are dissatisfied with this approach.
As Alan Hubbard points out in an eCommerceTimes article, 43% of companies surveyed in their “Contact Center Analytics” benchmark were either seeing poorer performance in call abandonment rates or didn’t measure this KPI (key performance indicator) at all. His company is finding that speech self-service can have significant impact on customer satisfaction and operational costs (staffing).
With advanced IVR, customers often prefer it over a human agent or a message that says comeback during business hours. Being able to access account or order information via speech IVR or accessing a voice portal via their cell phones allows the call center customer access to data they previously had to wait for.
His finding that over the next 12 to 18 months, 30% of Best in Class companies plan to implement a speech self-service application is therefore hardly surprising. Speech-enabled IVR is now clearly top-of-mind for many companies.
Related:
More Human Agents May Not Be The Answer To Better Customer Service
Customer Service Needs Tough Love
1 comment:
IVR is sometimes applied to those company telephone systems where you punch keys to work your way through a menu of choices trying to find someone to help .With advanced IVR, customers often prefer agent .IVR is now clearly top-of-mind for many companies.
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