When you think about it, what simple tasks in life couldn’t be frustrated by a poorly-designed IVR system? The folks at Burnistoun, a comedy on BBC-Scotland, begin to explore just that question:
An IVR system that is incredibly (and impressively?) obstinate is pretty rare these days. But IVR frustrations are well-documented, and we’ve all probably felt just as helpless while trying to deal with stubborn technology at one point or another.
So let’s draw a few lessons from the experience of these poor guys:
Embrace Opt-Out Options
If there was only just a chance to press a button to get to the 11th floor, the two guys in the video would be well on their way up (and, sadly, depriving us of the comedy). In any IVR system, the last thing you want to do is leave users stuck in a maze of commands and questions with no way out.
When ever possible, make it easy for callers to opt-out of the automated voice recognition system and speak to a real, live, breathing human being. It can make all the difference in the world.
Expect Diversity
Whether it’s Scotsmen or recent immigrants or proud mumblers (like myself), a successful business means a wide, diverse range of customers calling with a wide, diverse range of accents (hey at least you re probably not facing the IVR language challenges that some do in South Africa). An inability to handle their accents can result in anything from simple frustration to disillusionment with your company and system to callers feeling utterly insulted.
At Acclaim Telecom, our IVR systems are designed to be both as flexible and accurate as possible for all range of callers.
Go the Extra Mile
If your IVR system is targeting a very specific group say, businessmen in Aberdeen go that extra mile to make your system receptive to the accents, colloquialisms, and vocal tics of that group. Not only will it smooth the process, but demonstrate an understanding and empathy for the caller as well.
Contact us for more information about our turnkey IVR solutions.