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Resources » Keys To Automating Customer Support Calls

Average call time within the Interactive Voice Response (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 on your network is 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. The next thing that is often overlooked when designing an IVR or updating one that has been in place for a long time, is the prompts. The way you ask questions to callers and the number of questions you ask are important. 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.

There are three keys to successfully automating customer support calls.

  1. Examine IVR functions - Be sure it makes sense to automate the function that you plan to automate.
  2. Consider your core demographic - Make sure that your callers will accept what you are going to offer them. Use options they find acceptable. There are good metrics to draw upon to determine what your callers find acceptable.
  3. Project ROI – Look at the functions you are trying to automate to ensure you are going to get a reasonable return on investment from them. Examine the percentage of how many callers will complete that particular function through the IVR.

If you do those three things, you will have a really good start to putting together a solid IVR solution.

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