IVR Global CSS IVR

IVR Global CSS IVR

1. Make sure your IVR is short and to the point. Make sure you choose the most important pieces of information to include, maybe think of the top five things your customer will need to hear to whittle it down to avoid overload, and as IVR helps to grow your business you can add to it.

2. Create an impressive and effective opening line to represent your business. Do not overload the customer with information and again, be straight to the point. The opening prompt can be the first impression of your business to a customer so you need it to be a good one.

3. If your IVR ends up having over 4 options or prompts, make sure you tell your customer what to expect because customers won't be impressed if they cant see the near future of their call, they could lose concentration and hang up.

4. Take advantage of the different options that you can offer your customer such as speech recognition or touch tone keypad response. This way, customers can use the option that they feel most comfortable with.

5. If you do involve speech recognition software in your IVR system, keep your answers simple. Things might get confusing if you use more than two words in the answers and always tell the customer their response options. E.g. Yes or No.

6. Your IVR needs to be consistent to avoid any possible confusion. Never use multiple words for one noun for example, as it is allowing for complications, and always stick to one language or tense.

7. You must consider using the barge-in factor for your customers to speed the IVR process up for them, but before you do so, consider your callers, who they are and where they will be. Then ask yourself, is it really beneficial?

8. When referring to you or your business in an automated call, it is always more personal for the customer if you use first person tense and say "I" instead of "we" or "the business".

9. Consider the aspects of the touch-tone-only factor. If you chose touch-tone-only your system will not accept any voice commands only keypad commands. This is down to what you think your customers will prefer but you should take some time to consider what will be best for you.

10. Always have an option for your callers to speak to a real person. People can get angry and frustrated easily if their question is not answered by the IVR so make sure they have an option to speak to someone to keep them satisfied.

Global IVR

Interactive Voice Response more commonly known as IVR is a highly functional interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used by customers to access a company’s database using touchtone keypad or speech recognition. The more advanced IVR systems – such as Elite Telecom’s Global IVR – can recognise a multitude of simple terms in different languages, so your global customers will still be catered to.

Interactive Voice Response more commonly known as IVR is a highly functional interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used by customers to access a company's database using touchtone keypad or speech recognition. The more advanced IVR systems – such as Elite Telecom's Global IVR – can recognise a multitude of simple terms in different languages, so your global customers will still be catered to.

Features

It allows callers to be routed based on pre-determined parameters

Can allow customers to service themselves without agent interaction

Can offer speech recognition of simple terms in different languages

Routes customers to the correct agents

Benefits

Reduces call centre costs by automating routine inbound customer calls

Provide customers with a 24 hour service for automated calls and enquiries

Improve the flow of call traffic

Relieves pressure on your agents and saves time by routing to the right agents

Can improve service levels and save money

For more information on our global IVR solution, give Elite a call today for a free consultation.

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UK Telecoms News | Phone System News | 08 Number News » Global IVR

Is your IVR system good enough?
An IVR system refers to the automatic voice intending to guide customers through a numerical number system, eventually to a solution to their problem or to an agent fit to deal with the specified call.

Customers do this by tapping in numbers on their phone’s keypad or speaking clearly into the handset. But whilst some companies vouch that it is a saviour for customer satisfaction, having the wrong solution for your business can result in quite the opposite.

IVR telephony has come under fire after a recent report by customer service firm Vocalabs, which stated that Apple, Dell and HP all have complaints regarding their IVR services.

Although, Dell and HP’s complaints were significantly reduced from the previous year, implying that the firms had worked on improving their IVR systems. It was Apple who received the most complaints, up 14% from the year before.

Most issues raised involved irrelevant or repetitive steps, or difficulty reaching an agent.

Top tips from Elitetele.com

We can work closely with you to offer your business a bespoke IVR system that ensures all calls are answered, and that customers are put through quickly and swiftly with no complaints about waiting times or faulty software.

We provide the following tips, before deciding and talking with us what your best solution can be it is vital that you think about the following;

Effective planning and analysing is the key to any successful IVR platform, do you have periods of high call volumes? If so we can help you plan for this.

Know what the purpose of your IVR system is – is it to eventually put them through to a specialised agent? Is it something that can be answered and dealt with by the IVR?

Know what you’re dealing with and how to deal with it – if you are dealing with more sensitive issues such as money or injury claims, offer to put them through to an agent straight away,

We don’t want to offer you customer’s too many options, not only will this annoy your callers by making them wait even further, some people just don’t have the mental capacity to remember nine fully-elaborated options.

If you're satisfied that we know what we're talking about, give us a call, and we can help find an IVR solution specifically for your business needs.
February 25th, 2011 | 10:49:08 AM |
Apple customers cry out for better IVR service
With complaints to their IVR system hitting an all time high, we have a look into what IVR is, and why it is essential that you have an efficient one in place.

If the old notion that the customer is always right is still in effect (and we think that it is) then Apple better do something about their

According to a tech support report by customer experience firm Vocalabs, 66 per cent of Apple customers said they were satisfied with the customer service call they had received.

HP and Dell followed close suit, with 51 per cent for HP and 49 per cent for Dell reporting call satisfaction. And whilst Apple customers further commented that the future looks bleak for and their triumph could be short lived, Dell and HP both scored higher on improving the success rate of their IVR system.

If you’re asking yourself, well this is all well and good, but what is IVR? Then no fear, IVR is just a fancy-smancy abbreviated word for Interactive Voice Response, which is the automated voice you hear guiding you to the right options when you ring a customer service line.

In fact, 35 per cent of the customers surveyed claimed issues with Apple’s IVR, citing irrelevant or repetitive steps, or difficulty reaching an agent.

However, we think that considering the amount of problems Apple has had with their array of iPhones, iPods, Macs and world dominating robots, we can’t help but think the only reason why their customer call satisfaction is so high, is because they have had a significantly higher volume of customer calls. Agreed?

Top tips for IVR from Elitetele.com

We can work closely with your business to ensure that all calls are answered, and that customers are put through quickly and swiftly with no complaints about waiting times or faulty software.

We provide the following tips, before deciding and talking with us what your best solution can be it is vital that you think about the following;

Effective planning and analysing is the key to any successful IVR, do you have periods of high call volumes? If so we can help you plan for this, so that your customers can be reassured whilst in a long queue – with direction your customers are less likely to hang up if waiting for more than five minutes.

Know what the purpose of your IVR platform is – is it to eventually put them through to a specialised agent? Is it something that can be answered and dealt with by the IVR? Perhaps their query can be answered online?

Know what you’re dealing with and how to deal with it – if you are dealing with more sensitive issues such as money or injury claims, offer to put them through to an agent straight away, if it is more trivial; offer them the FAQ section on your company’s website. Again, we can talk this through with you from a corporate and customer care angle, offering the best for your company.

We don’t want to offer your customer’s too many options, not only will this annoy your callers by making them wait even further, some people just don’t have the mental capacity to remember nine fully-elaborated options.

It is important to constantly get feedback from your customers to find out what really works for them and for your business. If you are satisfied that we know what we’re talking about (which we do) contact us to find out more.

Call us on 0844 371 1180 to see how your business can benefit from an IVR system, and actually improve your customer service.
February 17th, 2011 | 04:40:15 PM |
Elitetele.com Launches Global Services
Elitetele.com launches Global networked services, transforming your business in an increasingly converged world. Elite's integrated portfolio includes IP, data and voice services for multinational businesses, international carriers and internet service providers. Globalisation of the workforce, the switch to digital, outsourcing, realtime processes – each of the trends shaping today's connected global economy depend on one crucial thing: high-performance networking. Elite has the reach, capability and resilience to bring it all together and transform the way you do business.

Elite Global Services is prepared to bring your business all the advantages of a networked, converged world. We were among the pioneers who recognised early on that Global communication networks were changing the way we do business in fundamental ways. No longer are people required to be close together in order to work together. Multimillions of transactions can be conducted across any distance in real-time and hundreds of millions of people who didn't previously have access to the global economy can now be a part of it.

Systematically voice and data networks are converging into a single IP based infrastructure; fixed and mobile networks are also converging so that any device can communicate with any other. Communication and collaboration applications are available to any device at any time, giving the new world the reach, capability and resilience of networks that represent a new kind of quality.

The ever changing demands of businesses and subsequent leaps in performance demands a new kind of company, one that provides a single point of contact for high-performance, seamless global networking. Over the past few years we have worked dilligently to ensure that we have transformed our own organisation to offer this new breed of business requirements.
November 24th, 2009 | 02:49:21 PM |
Global IVR
Going Far With IVR

9 out of 10 customers dislike dealing with foreign call centres, unsurprisingly. What does surprise me is that 1 out of 10 customers actually like dealing with foreign call centres – go figure. Back to the point though, the reason so many businesses use call centres that are outside the country is because it’s cheaper. Much cheaper. However, Global IVR is about to change all that. IVR stands for Interactive Voice Response and it’s a whole lot easier to be dealing with an automated voice than with a noisy call centre and a strong accent from "Bob"! IVR is now a global phenomenon too, so no matter where you go, you can give your customers a break!
September 2nd, 2009 | 10:01:10 AM |