IVR Programming

Once IVR menu choices get into the double digits is it probably a good indication that the organization has gone too far in trying to take reps out of the customer - company relationship.

IVR systems are certainly a key component in the call center machine, but it cannot be its only one. Relying too heavily on automated systems can turn an IVR solution into a call driver.

The fact is that some customer do not like dealing with machines.....period. Some people need to interact with other human beings in order to feel that the information they have been provided is reliable. In addition, customers who do not mind using an IVR to handle basic data requests, like account balances, still need to be able to reach a live person to address more complex issues.

Some time ago, pressing "0" was an easy way to circumvent painfully deficient IVRs; however, many companies no longer allow customers to reach agents unless they have made the" right" selections.

It is no wonder that the first thing out of customer's mouths when they finally reach an agent is ..."you have the world's worst phone menu" (Or something to that effect), accompanied by 20 minutes of venting.

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REFERENCE: CARTOON # 65

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