IVR - No more "Press 1 for Sales..."

Did YOU spot the deliberate mistake? - we reveal all...

It is fair to say that the general public often have a poor opinion of IVR systems - and for good reason!

The wrong way to do it:

All too often companies use them for THEIR benefit, be it cost saving or convenience - rather than the benefit of the caller.  Naturally this results in the callers remembering their bad experience, not just calling the company - but the dreaded IVR system too.

the "Press 1 for Sales..." example above is an all too common example of BAD IVR.  Firstly, the caller is being presented with no choice but to listen to a series of pre-recorded messages when they obviously rang to speak to a person.  Secondly - and even worse, due to the poor IVR desigh, by the time the caller hears the option they want - i.e. "Sales" - the number to select the option has already gone.

How it should be voiced - if you must use an automated receptionist, would be "For Sales, Press 1..." This is such a basic mistake - and an all too common one, it's no wonder people have a natural aversion to IVR systems.

A better way?

IVR systems that do what the caller wants and do it well do not frustrate users - they do their job and let the caller get on with their day.  An IVR system should never be used to avoid callers getting through to a real person If that is the most appropriate option!

It is plain common business sense - why would you compromise customer satisfaction to save a little money? - Why not invest in keeping your customers happy, after all - wouldn't you rather keep you customers happy - than drive them away?

Use IVR only where it suits the callers needs - not in a misguided attempt to help the balance sheet.

Next: Choose from examples for Small Business - Emergency Services or Large Corporations