When you route a call to the right team through IVR, you not only segment incoming calls but also ensure that a caller’s query is solved in the least possible time.
What's more, you optimize your incoming call charges through faster resolutions. You take care of the 3 cornerstones of operational efficiency - people, time, and money.
One of the quickest and most time-tested ways to collect feedback after a phone call is through post-call IVR surveys. Get quantifiable inputs from your callers to understand how your customer support agents have solved their problems. Measure customer satisfaction and, in turn, agent efficiency with simple CSAT surveys through IVR.
Use any of them or a combination of all three Freshcaller IVR features to set up a flawless and modern call routing strategy for your call center.
Once you sign up for Freshcaller, you can buy phone numbers from over 90 countries or port in your existing business phone number. You can then proceed to create a simple IVR flow through the intuitive and visual interface of Freshcaller, and connect it to your phone number. Your IVR number will be ready to go! You do not need any technical expertise or the help of developers to set it up.
Creating a speech-enabled IVR call flow is also a breeze. You can create your own IVR bot and train it to understand the intent of your callers.
Your IVR setup is a great medium to communicate to your callers or customers that you care about them. Stick to these fundamental IVR best practices to set your call center up for success and some customer love.
In an attempt to cover as much ground as possible, businesses often provide too many IVR menu options at one go. Not everyone can remember what option #1 was when they are listening to option #9. Make sure you optimize the length of your IVR menu (number of options) just like you optimize its depth (number of levels).
Pre-recorded messages are the backbone of IVR menus that work on key-press. Hence, it’s important that they should not confuse the caller. For example, it is always a best practice to state the purpose before specifying what key to press — "if you wish to speak to a customer support representative, press 4". This way, callers can make a decision first and then perform the action.
Do not immediately hang up if a caller gives an invalid input. To err is human. To forgive a couple of times is a good IVR system. So allow callers to give their inputs more than once.
Do not bury the option to talk directly to a customer service representative, deep within your IVR menu. Make it easy for your callers, who are truly in need, to speak to a human directly.
Make sure you ask for only one piece of information or input per question. Always ask for the consent of your caller before offering them a post-call customer satisfaction survey to complete. If you have multiple questions, make sure they are ordered logically.
Observe what the most sought after IVR menu options are. Needless to say, these would be corresponding to the most frequent problems your customers are facing. Revisit and optimize your IVR menus based on these observations, periodically. If you are using speech-enabled or conversational IVR, track voice inputs to train your IVR bot better.
Here are some other ways you can set up call flows in Freshcaller
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