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Hints and tips for your IVR
Your IVR reflects on your company, and giving your customers the best
experience through it shows them you mean business. These tips show
how you can make the most of your IVR and how to ensure your callers
have a smooth transition through your system. As they say — first
impressions last.
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Essentials
The golden rules of an IVR - your menus should follow these guidelines
for easy navigation.
- Ensure your IVR options are in logical order. Group similar options together and place the most common ones near the top.
- The option description should come before the number (ie. For technical support, press three, instead of Press three for technical support)
- Avoid overly long menus - use a hierarchy, with each level containing no more than about four options, and only two or three levels deep
- Configure your PBX to allow the caller to select their option before the menu has finished playing. Regular callers appreciate this! The same goes for account entry prompts.
- Always have an informative out-of-hours message (not forgetting public holidays too)
- Give your callers on hold the option to leave a message for callback
- What happens if the caller enters an invalid option?
- Can the caller have the options repeated to them?
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Make the most of their time
If your callers are in a queue or on hold, that's a great time to tell
them important or promotional information. When they're literally
all ears and listening, don't just give them silence or
music. Instead, make the most of this time by:
- Informing them of all of your products and services
- Telling them about your latest promotions or sale
- Deflecting customers to information on your web site
- Giving them your new address, opening hours or other changes
- Asking them to have certain information ready (e.g. account number)
- Spreading the word about awards or other positive recognition your business has received
- Advertising vacancies in your organisation
- Legislated announcements (your call may be recorded, etc)
- Telling your customers your success stories.
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Email us your script for a quote
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