• Speech-enabled systems have very tight tolerances for any caller whose response is not virtually instant, which can result in an unnecessary transfer out or a menu command repeat. Allow callers sufficient time to process what you’ve asked them to do and then take the appropriate action. Interrupting their call because you think they hesitated too long is frustrating and irritates callers to your detriment.
• Automated survey offers located after getting automated information or in the path to a representative are the preferred system locations. Earlier survey offers interrupt the reason for why a customer their called.
• Menu navigation options (i.e., to repeat a menu or to return to a previous or the Main Menu) are critical for IVR optimization. When callers cannot replay options they’ve heard or return to a previous menu, their frustration can drive them to calling back or simply going around your IVR to a rep. Make it easy for your callers to navigate themselves as they feel it’s necessary.
To learn more about these or to find out what your callers may be experiencing that works against you and them, visit our website or shoot us an email.
