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My company is thinking of introducing an IVR and we have some concerns over how our customers will respond to it. We have been trailing an IVR out of usual business hours and surveying the participants and so far have received a positive reception. Our reason for introducing an IVR is due to a relavtievley high abandoned call rate due to calls being re-routed through various queues. We are proposing the introduction of a very basic IVR 1. Parts 2. Service 3. Sales 4. All other enquiries We think this will provide better customer service as customers are channeled through to the department they require instead of being transferred by an agent. All calls currently come through to the one telephone number, regardless of the enquirey. I'm looking for any advise from people who may have rolled out a similar IVR and what their experience was... Thanks David



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Author: David: Add as a Colleague
Posted: 12/01/2011  8:21:34 PM EST
Tags: IVR | rollout | set up

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View Profilecapndave: Add as a ColleagueAdd as a Colleague
Sounds like you just need a simple auto attendant rather than a full-blown IVR (depending on your future needs, of course). I would recommend spending a bit extra on high quality voice talent for the prompts. If you are having trouble with abandons due to long queue times, you could look into an EWT (Estimated Wait Time) feature.

12/06/2011 1:03:48 PM EST


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View Profilethe telephone nanny: Add as a ColleagueAdd as a Colleague
12/06/2011 4:19:16 PM EST

The number one reason why customers leave is the IVR so I would really research this and speak to as many as you can before you go this route. Live Chat might be a solution or taking the commonest challenge and addressing it before they even call in? Please research and talk to absolutely everyone including your customers.
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