Nov 18

Interactive Voice Response (IVR) Best Practices

Posted by Rachel Brink on Nov 18, 2014 8:56:00 AM

Accounting for 27% of the total call experience, Interactive Voice Response (IVR) service menus help shave approximately 20% in operational costs.  But despite the immediate cost benefits, recent surveys show 83% of consumers feel IVR systems provide little to no value or are purely to benefit a company’s bottom-line without much consideration to the customer experience.  In fact, apparently only 7% of organizations currently offer an interactive voice response solution capable of delivering a better experience that of a live representative.  So while IVR solutions can absolutely provide businesses with enhanced operational efficiencies one has to wonder at what cost if the solution is outdated, poorly implemented, or over-utilized at the expense of the very thing it hopes to deliver – superior customer service and experience.  

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Topics: customer service, call center, contact center, IVR technology, interactive voice response, best practices, IVR menu, interactive voice response menu, IVR