Check out the latest article by our customer experience consultant Steve Hindley, published in Call Centre Helper magazine.
If you are looking to improve your caller experience when navigating your IVR then this is the article for you.
It covers what to do and what to avoid, with particle advice which you can implement yourself today!
Master Your IVR System
Interactive Voice Response (IVR) systems are an integral component of modern customer service. They enable automated interaction with callers, improving efficiency and customer satisfaction when implemented correctly. This guide provides a comprehensive overview of IVR messaging, covering everything from basics to best practices.
IVR is a technology that allows a computer to interact with humans through the use of voice and DTMF (Dual-Tone Multi-Frequency) tones input via a keypad. IVR systems are used for various purposes, such as handling incoming calls, providing information, routing calls to the appropriate customer service agent, and automating simple tasks.
Cost efficiency: reduces the need for a large customer service team
24/7 availability: offers round-the-clock service to customers
Call routing: directs calls to the appropriate department or agent
Self-service options: allows customers to resolve simple issues independently
Improved customer experience: reduces wait times and frustration by efficiently managing call flow
There are several different types of messages within an IVR system, as explained below:
Greeting message: the initial message that welcomes the caller and sets the tone for the interaction
Example: “Welcome to [Company Name]. To get you through to the right department, please choose from the following options.”
Menu options: a list of choices that the caller can select from using voice or keypad inputs
Example: “For account information, press 1. To make a payment, press 2. To speak with a customer service representative, press 3.”
Hold messages: information or music played while the caller is on hold
Example: “Your call is important to us. Please stay on the line, and the next available agent will assist you.”
Error messages: notifications when the caller has made an invalid selection or input
Example: “I’m sorry, I didn’t understand that. Please choose from the following options.”
Exit messages: concludes the call or directs the caller to an agent
Example: “Thank you for calling [Company Name]. To return to the main menu press zero, or if we have resolved your query please hang up.”
Keep it simple: ensure messages are clear and concise. Avoid jargon and overly complex instructions
Be professional yet friendly: maintain a tone that reflects your company’s brand whilst being approachable
Use natural language: write messages in natural language to make interactions more intuitive – read them aloud, don’t just write them
Offer an escape route: always provide an option to speak with a live agent
Regularly update content: keep messages current and relevant to prevent outdated information
Monitor and analyse: continuously review call logs and customer feedback to improve and streamline the IVR system
It is imperative to get the tone and style of messages right; don’t patronise your callers, but also don’t bamboozle them with jargon that they won’t understand. If they feel like they’re going round in circles, they’ll just hit the next option to take them to a live agent who will then get an earful from a disgruntled caller!
Voice recognition: allows callers to speak their selections instead of using the keypad
Personalisation: uses caller data to provide tailored messages and options
Multi-language support: offers messages in various languages to cater to a diverse customer base
Integration with CRM: links IVR with Customer Relationship Management systems to provide context-aware responses
Analytics and reporting: tracks performance metrics to identify areas for improvement
Challenge: Complex Menus
Solution: Simplify menu options and limit the number of choices, keep menus to less than 5 options, if necessary use a sub menu so callers can make quicker choices.
Challenge: Poor Audio Quality
Solution: Invest in a professional voice talent by using a supplier like iNarrator - IVR Voice Recordings
Challenge: High Abandonment Rates
Solution: Optimise menu structure to keep callers moving through menus and minimise wait times as much as possible. If customers are abandoning in the call queue implement a call back option.
Challenge: User Frustration
Solution: Regularly test your IVR system, take note of customer feedback and make granular improvements so you know what’s working.
IVR messaging, when executed well, can significantly enhance customer experience and operational efficiency, and ultimately save your company thousands of pounds on customer service. By adhering to best practices and continually refining the system based on user feedback and performance data, you can leverage IVR technology to its full potential. The ultimate goal is to create an IVR system that is intuitive, efficient, and user-friendly, ensuring that customers feel valued and well-served.
In today's competitive business environment, providing an excellent customer experience is paramount. One critical aspect of this is the Interactive Voice Response (IVR) system used in contact centres. A well-designed IVR system not only streamlines customer interactions but also enhances satisfaction. Professional voice messaging is a key component of any IVR system, but what factors influence its cost? This blog post explores the various elements that impact the pricing of professional voice IVR messaging.
The choice of voice talent is a significant factor in the cost of IVR messaging. Experienced voice actors with a proven track record and distinctive voices often command higher fees. Factors such as the actor's popularity, demand, and unique vocal qualities can influence their rates. Additionally, the requirement for specific accents, dialects, or languages can also affect the cost, especially if the talent needed is rare or in high demand.
The length and complexity of the IVR script are directly proportional to the cost. Longer scripts require more recording time, and complex scripts with technical jargon or specialised terminology may necessitate additional rehearsals and retakes. Scripts that include multiple options or require the voice actor to adopt different tones or styles can also increase the cost due to the additional effort involved.
High-quality recording and production are essential for professional IVR messaging. Costs can vary based on the quality of the recording studio, the equipment used, and the expertise of the sound engineers. Professional studios with advanced technology ensure crystal-clear audio, which is crucial for customer satisfaction. Additionally, post-production services such as editing, mixing, and adding background music or sound effects can further impact the cost.
Businesses often require updates to their IVR messages due to changes in products, services, or promotions. The cost for revisions and updates can vary depending on the frequency and extent of the changes. Some providers offer packages that include a set number of revisions, while others may charge per update. It's important to consider future needs and choose a plan that offers flexibility.
Licensing and usage rights can also affect the cost of professional voice IVR messaging. Depending on the agreement, there may be additional fees for using the voice recordings across multiple platforms or for an extended period. It's crucial to clarify these terms upfront to avoid unexpected expenses.
Urgency can significantly influence the cost of professional voice messaging services. If a business requires a quick turnaround, it might incur rush fees. Planning ahead and providing ample time for the recording process can help manage costs effectively.
Customised and personalised voice messages tailored to specific business needs or customer segments can be more expensive than generic recordings. This includes messages that incorporate the company’s branding, tone, and style, as well as personalised greetings or prompts based on customer data.
The reputation and experience of the voice messaging service provider can also impact costs. Established providers with a strong portfolio and high client satisfaction rates may charge premium prices. However, their expertise often ensures a higher quality product, which can be worth the investment.
Understanding the factors that affect the cost of professional voice IVR messaging can help businesses make informed decisions and budget effectively. By considering elements such as voice talent, script length, recording quality, revisions, licensing, turnaround time, customisation, and provider reputation, businesses can select the right service to meet their needs and enhance their customer experience. Investing in professional voice messaging is an investment in the overall satisfaction and efficiency of customer interactions, which can ultimately lead to greater success and customer loyalty.
Client Feedback...
"I've received positive feedback from customers and staff on the vast improvement of our IVR messages. The messages are now much clearer and easier to understand, which make the customer experience so much better"
Head of Communications, Housing Association.
Full case study to follow.
If you are using an AI voice for your IVR voice prompts then you are jeopardising your customer experience.
Here’s why:
1. You’ll sound like everyone else – right now there are a very limited numbers of AI voices built into each contact centre platform, soon enough the voice you have on your system will be on 100s of others and possibly your competitors.
2. Your callers can spot an artificial voice a mile off, from incorrect intonation and lack of empathy to rambling sentences without any natural pauses.
3. AI voices simply can’t create an emotional connection with callers, as a result callers often don’t properly listen to messages and select incorrect options.
What’s the alternative?
Using a professional voiceover - a real human being - who’s trained in the art of getting people to take action.
I know it’s more expensive and time consuming to use a professional voiceover artist. A real human voice ensures brand authenticity and creates a personal connection with callers that an AI voice simply can’t achieve.
Would you like to hear how great your IVR messages could sound? Book a discovery call.
Give us a call to discuss on 0333 050 7610
Today is World Voice Day! 🗣
A celebration of the phenomenon of voice
An acknowledgement of the importance of voice
The voice plays a huge part in everyday-life
In both a professional and personal sense
Whether communicating in business
Or conversing with family and friends
The voice is your very own musical-instrument
An internal device that makes you heard
Your breath provides power
Your vocal-chords create vibration
Your mouth, nose and throat make amplification
Every whisper
Laugh
Cry
Shout
Word
Is completely you-nique
Because it’s made by your voice.
🗣
Happy World Voice Day…
A day worth shouting about!
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Because your brand should sound as good as it looks…
iNarrator – Use Our Experience to Improve Your Caller Experience.
Happy Easter from the iNarrator team.
Umm…
Special delivery to the office this morning from Hotel Chocolat 🍫 🐣
Fancy winning one of these amazing Easter eggs?
All you have to do is like our page iNarrator
Then on Monday 25th March at 5pm we’ll put all the names in a hat and three lucky people will win one of the eggs below.
PS: Don’t forget to order your Easter voicemail messages.
hashtag#easter2024 hashtag#competition hashtag#chocolate
Have we as a nation become so accustomed to terrible customer service?
So accustomed that we don’t even notice it anymore? 🤷♀️
Or worse, we don’t recognise good customer service when it tries to smack us in the face? 🤛
Last Friday I had the pleasure of spending an hour or so in the company of Greeter’s Guild’s (only) member Troy Hawke, I’m sure you’ll have seen him on your Facebook or Insta feed - he’s the guy in the purple smoking jacket.
Troy was so outraged at various retailing giants’ bad customer service reviews 📉 👎
That he launched a one-man crusade to make people smile…
Sounds simple, doesn’t it? 😃
And who wouldn’t want this dapper gentleman with his:
Pencil moustache👨
Sporting his signature purple smoking jacket 🧥
Positioned at their door 🚪
Greeting unsuspecting customers with friendliness such as…
‘We’re delighted to have you as a customer’, 😁
And then upon leaving…
‘Thank you for shopping at our store, did you get everything you needed? Have the BEST day!’ 👋
Well, it seems there are plenty of retailers out there who aren’t quite so enamoured with greeting their customers with unsolicited compliments! 🙄😡
Cue the below conversation between Troy and a manager of a well-known DIY store (diplomatically remaining anonymous for the purposes my post!)…🤣
Store manager: Who are you and what are you doing?
Troy: Hello, I’m from the Greeters’ Guild just to improve customer service in the post-pandemic era, to put a smile on everyone’s faces. 😊
Store Manager: No, we don’t want it, thank you. ❌
Troy: You don’t want a smile on anyone’s face? 😀
Store Manager: No, cos we’ve got customers complaining. 😩
Troy: Oh, what was the nature of the complaints if you don’t mind me asking? 🤔
Store Manager: That you’re greeting them. 👋
Troy: They’re complaining that I’m greeting them?🫢
Store Manager: Yeah. It’s not what we’re about. 😮
Troy: You don’t like friendliness? 😻
Store Manager: No. ❌
Troy: Fair enough, I understand, I’m off-brand, I’m off-brand.
Troy (to customer): Welcome to [store name] 🔨🪛🪚 sir, 😊 I hope you find everything you need.
Store Manager: No we don’t want that, we don’t want that. 🛑
You get the idea…
I’m utterly discombobulated (you’ll have to ask Jack Grealish about that one…⚽️) how anyone would turn away free friendliness and smiles 😃 from their customer experience.
The question is your business greeting customers like Troy?
If you’re welcoming them with open arms and making the feel special that’s awesome. 👏
HOWEVER
If you’re like the grumpy store manager then you’re likely loosing business 💰
MAYBE
Don’t know what your customer experience is like or where to start?
If so drop me a message!
And in the words of the great Troy Hawke:
‘Shoulders back, admit your mistakes, don’t take any nonsense…
And you have a great day 😉’
hashtag#cx hashtag#customerexperience hashtag#customerservice
Interactive voice response is the system that handles any phone line with an automated menu.
At a basic level it can recognise and respond to telephone keypad button presses, more advanced systems are able to understand speech, and delivers an appropriate response – either by asking for more information or routing the call.
These prompts are essential for large companies and call centres; IVR prompts direct customers to the right person or department. They also help to manage call queues and keep customers happy from the moment they pick up the phone.
Learn about the benefits of IVR >>
History of IVR Systems
Interactive Voice Response Systems were developed in a very basic form in the 1930s, with as electronic speech synthesisers, but the IVR we know today has come a long way since then.
The more modern version of IVR systems, which more closely reflect what we’re used to experiencing on the phone now, were introduced in 1962 yet they were still quite the novelty up until the late 1970s when they were more frequently used in large call centres to direct customer queries.
With improvements in speech recognition, IVR was able to expand into bigger ‘phone trees’ or menus to help point calls and queries to the most relevant department, meaning calls are dealt with more efficiently.
The benefits of an IVR system have developed over the years, from initially using pre-recorded menus and gathering customer decisions through touch-tone technology, to now being able to understand a customer’s spoken query, with the technology evolving to provide a whole spectrum of information without ever connecting a call.
The industry today is worth a huge £14 billion and is growing at a rapid 10.7% a year, clearly it’s one worth investing in.
