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Resources » Decrease Call Times

Average call time within the IVR is a big challenge for all call centers. Generally, the longer a caller is on the line, the more it is going to cost the business to support that call. Often, when it comes to trying to figure out how to decrease the IVR call time, the biggest challenge is to know where to start. Knowing where to begin is challenging because the IVR does not function alone in a silo. It often interfaces with multiple back-end systems.

One of the first things to look at is your network, specifically, network response time. The slower the network is to respond, the longer it is going to take for the IVR to self-serve because it has to wait for the information to come back before it can give it to the caller. Another thing that is often overlooked when designing an IVR or updating one that has been place for a long time, is the prompts. The way you ask questions to callers and the number of questions you ask are important considerations. Sometimes, just a change in verbiage can shorten the duration of a prompt and save a few seconds here and there. When you do not have to ask as many questions, the IVR is easier for your customers to use because it is clearer and easier for them to follow.

The following is an example of how we helped a customer to decrease call times. We provided an evaluation of their IVR application that enabled us to identify a way to reduce their number of host transactions, or back-end calls, from five to three. In this case, it netted a 20-second savings per call that resulted in a great savings of money. If you can do the same thing, not only will you be able to save money by saving time on each call, but you will also have the ancillary benefit of providing a better customer service experience for your callers.

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