IVR Best Practices InfoGraphic
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www.pascom.net * Graphs & Statistics courtesy of Software Advice | TechTarget | Wikipedia * Softwareadvice.com | Businesszone.co.uk SOURCES: IVR’s BEST PRACTICES TOP LEVEL OPTIONS HOW LONG IS TOO LONG? A how to guide Interactive Voice Response Systems Welcome to XYZ Services, please hold and you will be connect with the next available agent! Welcome to ABC Ltd, press 1 for sales otherwise please hold to speak to the operator Welcome to TwoSteps, for sales press 1 for customer service press 2 Welcome to 123, press 1 for sales press 2 for customer service press 3 for accounts Welcome to 4U.com please choose from the following: 1 for sales, 2 for support 3 for logisitics, 4 for accounts Welcome to 5 Steps press 1 for.... 2 for... 3 for.... 4 for ...... or 5 for ...... Welcome to 6 Options PLC press 1 for...., 2 for... 3 for...., 4 for ......, 5 for ...... or 6 for ....... Welcome to Nigthmarechoices press 1 for...., 2 for... 3 for...., 4 for ......, 5 for ......, 6 for ......., 7 for......, 8 for ...... or 9 for ...... 82% of surveyed companies* set up their IVRs to have 5 or less Top Level Options Rule of Thumb: Callers cannot remember long lists whilst on the phone - keep your IVR top menu to 3 options! Quick Tip: If you require info from callers or want them to serve themselves - ask for the info or provide the self service option ASAP! Our Recommendation: If you offer a service that is considered luxury - provide the option to “Zero Out” ASAP. Quick Tip: we suggest 1 top level menu with 2 or 3 sub menus before offering the option to “Zero Out” Quick Tip: make sure your customers know that they can complete tasks / get the info using the IVR . Greeting + Top level menu options should be comfortable - don’t fill it with extra promotion Welcome to Company XYZ. Remember you’re on the clock so keep your greeting as short as possible. Keep your options short and sweet - with a clear pause between them or you will confuse the caller Our Tip: keep your greeting short: between 7 - 12 secs Our Tip: Good duration per option That’s the option plus pause! 5 secs max. 30s Our Tip: Don’t risk boring callers with promo messages - get to the point! +4999129691200 2:27:46 2 for support Glad to help, just so you know next time you can do it yourself using the options menu 3 for accounts 1 for sales “ZERO OUT” Make sure callers know they can get the info or complete their task within the IVR - or they will always “Zero Out” A 3rd of all callers will zero out given the option - which destroys ROI & the point of having an IVR! When depends on your target market & the service your customers expect from your business OR Our Recommendation: Offer both Voice Responisve & Dial Pad input options - let your customer choose which they are most comfortable with. Quick Tip: Research shows that we humans prefer female voices - but find out who your target audience is and use a voice that matches them - this also applies to accents. IT’S ALL ABOUT THE VOICE of surveyed IVRs used female voices of surveyed IVRs used DTMF Dial Pads as the input element of surveyed IVRs provided only a Voice Responsive input element 74% 42% operated their IVRs using both Voice Responsive and Dial Pad Input Elements 30% implemented male voices 26% 28%
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IVR Best Practices provides tips and guidelines on how to best setup your IVR to ensure maximum ROI whilst simultaneously maintaining and increasing customer satisfaction
Transcript of IVR Best Practices InfoGraphic
www.pascom.net* Graphs & Statistics courtesy of Software Advice | TechTarget | Wikipedia* Softwareadvice.com | Businesszone.co.uk
SOURCES:
IVR’sBEST PRACTICES
TOP LEVEL OPTIONS
HOW LONG IS TOO LONG?
A how to guide Interactive Voice Response Systems
Welcome to XYZ Services, please hold and youwill be connect with the next available agent!
Welcome to ABC Ltd, press 1 for salesotherwise please hold to speak
to the operator
Welcome to TwoSteps, for sales press 1
for customer service press 2
Welcome to 123, press 1 for salespress 2 for customer service
press 3 for accounts
Welcome to 4U.complease choose from the following:
1 for sales, 2 for support3 for logisitics, 4 for accounts
Welcome to 5 Stepspress 1 for.... 2 for... 3 for....
4 for ...... or 5 for ......
Welcome to 6 Options PLCpress 1 for...., 2 for... 3 for....,
4 for ......, 5 for ...... or 6 for .......
Welcome to Nigthmarechoicespress 1 for...., 2 for... 3 for....,
4 for ......, 5 for ......, 6 for .......,7 for......, 8 for ...... or 9 for ......
82% of surveyed companies* set up their IVRs to have 5 or less Top Level OptionsRule of Thumb: Callers cannot remember long lists whilst on the phone - keep your IVR top menu to 3 options!
Quick Tip: If you require info from callers or want them to serve themselves - ask for the info or provide the self service option ASAP!
Our Recommendation: If you offer a service that is considered luxury - provide the option to “Zero Out” ASAP.
Quick Tip: we suggest 1 top level menu with 2 or 3 sub menus before offering the option to “Zero Out”
Quick Tip: make sure your customers know that they can complete tasks / get the info using the IVR .
Greeting + Top levelmenu options should be comfortable - don’t fill it
with extra promotion
Welcome to CompanyXYZ. Remember you’re
on the clock so keep your greeting as short as possible.
Keep your optionsshort and sweet - witha clear pause between
them or you willconfuse the caller
Our Tip: keep your greeting short: between
7 - 12 secs
Our Tip: Good duration per optionThat’s the option plus pause!
5 secs max. 30s
Our Tip: Don’t risk boring callers with promo messages - get to the point!
+4999129691200
2:27:46
2 for support
Glad to help, just so youknow next time you
can do it yourself usingthe options menu
3 for accounts
1 for sales
“ZERO OUT”
Make sure callers knowthey can get the info or
complete their task withinthe IVR - or they will always
“Zero Out”
A 3rd of all callerswill zero out given the
option - which destroysROI & the point of
having an IVR!
When depends on yourtarget market & the
service your customers expect from your
business
OR
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
INCOMING CALL:The VoIP Guys
Reject Answer
Our Recommendation: Offer both Voice Responisve & Dial Pad input options - let your customer choose whichthey are most comfortable with. Quick Tip: Research shows that we humans prefer female voices - but find out who your target audience is and use a voice that matches them - this also applies to accents.
IT’S ALL ABOUT THE VOICE
of surveyedIVRs used female voices
of surveyedIVRs used DTMFDial Pads as the
input element
of surveyedIVRs provided onlya Voice Responsive
input element
74%
42%
operated their IVRsusing both VoiceResponsive and
Dial Pad Input Elements
30%
implementedmale voices
26%
28%
![Roundtable: IVR and Self-Service Best Practices · Roundtable: IVR and Self-Service Best Practices Daniel Hong, Senior Director, Product Marketing Strategy [24]7 Tom Lewis, CEO, SmartAction](https://static.fdocuments.net/doc/165x107/5e835567667bba20040dd99d/roundtable-ivr-and-self-service-best-roundtable-ivr-and-self-service-best-practices.jpg)