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IVR Best Practices: 6 Things to Know

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IVR, which stands for Interactive Voice Response, allows computers to interact with the callers and thereby gather information and route calls to the appropriate recipient.

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IVR Best Practices: 6 Things to Know

  1. 1. IVR Best Practices: 6 Things to Know
  2. 2. What is IVR? IVR, which stands for Interactive Voice Response, is a technology that allows computers to interact with the callers and thereby gather information and route calls to the appropriate recipient.
  3. 3. 1. Customer time is most valuable Remember that IVR is designed to provide instant solution to customer queries. Hence it should be well structured and clean to avoid confusion. Our aim should be to provide customers the right response at the first instance itself.
  4. 4. 2. Avoid misleading menus and useless information Customers should not feel confused or mislead during IVR or else they would look for the live agent which will nullify IVR's purpose. Design the whole process to be clean and crisp.
  5. 5. 3. Design and innovation are the keys A well designed IVR will take your business a long way. Prioritize important messages and ignore the useless ones, always keep the exit routes handy, and avoid asking users their information multiple times.
  6. 6. 4. User-friendly language Language should be clear, concise, and inclined towards customer's interest. Avoid using complex words and try to keep a neutral accent as it can lead to greater response time.
  7. 7. 5. Understand customer behavior It is necessary to understand the requirement of your customers and design the IVRs accordingly. Remember, an understood customer is a satisfied customer.
  8. 8. 6. Let customer bypass the system Some customers prefers to speak with the live agent ASAP. Don't shy away from giving them the option. Every third/fourth step should have the option of connecting directly with the agent.
  9. 9. About Us CloudSpace Technologies is a leading and globally recognized provider of call center hosting solutions. We Offer a complete software-based call center setup for the startups, SMBs and enterprise which includes predictive dialer, auto dialer and inbound and virtual call centers. For more information, please visit: www.callcenterhosting.in or call us at: 1-800-346-4974
  10. 10. References IVR – Best Practices That Work - Techno FAQ How to Minimize IVR Frustration - CloudSpace Technologies
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