Jun 06, 2016

Alain LeBrasseur, Senior Consultant, Contact Center Solutions


Your customers are important to you. That’s why you set up an IVR (Interactive Voice Response) system so that they can connect and interact with you – anyway they choose. However, what do your customers really think about all these contact options?

The main purpose of an IVR with self-service is to connect and respond to your customers QUICKLY, and ultimately, WITHOUT the intervention of an agent. Sometimes customers need to speak to a live agent when they can’t find what they need or require assistance for a more complicated matter.


Follow these 5 TOP best practices on how to configure your IVR to maximize the customer’s experience:


1. Provide flexible options during wait times

You have to offer creative alternatives that keep customers engaged in the process, believing in your brand and feeling positive about each and every interaction with you.

Before placing a caller interaction into the queue, you can play the average waiting time and offer options to your customers. These options include features like IVR-Call Back (an option for the caller to called back when an agent becomes available without losing their priority) or leaving a message on voice mail if the request is considered by your client as non-urgent. If you choose the voicemail option, just be sure to automate the callbacks so that these messages are not forgotten.

2. Optimize your call routing

Automatic Call Distribution (ACD) needs to be configured so that your most competent agents are the first to receive these interactions thereby increasing customer confidence in your brand when they interact with an experienced and competent agent.

To determine the most appropriate agent, first consider the language chosen by the caller. Next, prioritize the selection of agents depending on the subject of the interaction. On the other hand, when wait times reach an undesirable threshold, use the “bullseye” call routing method that quickly increases the number of available agents by decreasing the number of required skills.



(Learn more at: Interactive Intelligence PureCloud)

3. A professional voice goes a long way

It seems obvious, but it’s important to choose the right voice for your IVR that will accurately represent your company. This voice becomes your company spokesperson acting as the first connection between current and future customer interactions. By utilizing a professional voice, your customers will be greeted with a variety of polite and comforting intonations that help guide them through the process, ensuring they receive a positive customer experience.

4. Music is more than just a melody

The music on hold (MoH) should be carefully chosen, in line with the type and personality of your organization. The music must not be aggressive or repeated too often as you want this wait period to be calming and not a frustrating experience. A good way to break up wait time is to insert short messages between segments that keep customers informed about your services or news related to your business.

5. Your IVR Needs to be Updated… Often

After investing a considerable amount of time and effort setting up your IVR and voice recognition system, the worst thing you can do… is nothing. As customers, services, and processes evolve, your IVR and voice recognition systems need to be regularly adjusted and improved.

Start by compiling the feedback obtained from post-call IVR surveys or automating the process by using tools like Interactive Intelligence’s Interaction Feedback. Once you’ve done this, don’t compile (and stack) all your change requests and introduce them in a single change to your IVR! It’s best to make small changes and see how these changes react in the system and with your customers. In general, a new IVR needs to be adjusted weekly, sometimes on a daily basis. While a stable IVR should only be adjusted every month or every few months.


Need help applying these best practices? Not sure what you need to do? Contact Quovim C3 and we can expertly guide you through the process.


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