Recently, I commissioned a IVR Software in a call center in India. I have gone through a good learning process about not only Call Center, but also how IVR can be used smartly to serve customers better, solve customer problems at shortest possible time as well as minimizing call agent intervention!

My client is a ISP (Internet Service Provider) as well as Cable TV operator. They have large subscriber base with almost 10000 calls to the call center a day with calls ranging from customer complaint, inquiry for cable TV connection, internet connection. They had existing CRM software and they were trying to augment their call center with smart IVR Software which could integrate with existing CRM software for lodging complaint and generate complaint ticket, retrieving existing complaint status as well as retrieving officer in charge for rectifying the complaint and expected arrival time at his premises. The IVR was also expected to make outbound calls as soon as a complaint is rectified and customer had option to close if the complaint is resolved successfully or re-lodge the complaint if not resolved to his satisfaction.

One more part was to send an SMS informing the complaint has been rectified if customer has a mobile number stored in its customer record. Also SMS intimation along with complaint ticket number generated by IVR system as soon as call is disconnected from IVRS.

We used Dialogic D300 boards and ISDN protocol. The total Call Center Software consisted of IVR, Voice Logger, ACD ( Automatic Call Distribution), IVR Triggered Agent Screen Capture Module, SMS (Short Messaging Service) Module and MIS ( Management Information System).

So, using this smart IVR Application, a customer could do the following without having to talk to call agent :-

1. Lodge a complaint, get a complaint ticket as his service like internet or cable TV. Complaint ticket is read out to him through IVR instantly as well as expected rectification time.
2. He gets an SMS alert as soon as complaint has been lodged which he can use for checking complaint status in future.
3. While checking complaint status, he could escalate his complaint if he was not satisfied with the status.
4. He could lodge an inquiry about new connection with inquiry number.

So mainly, with this smart IVR with integration with existing CRM, a caller could get a complaint rectified without having to talk to any call agent. This has increased efficiency of call agents as well as improved rectification time for any complaints.

IVRS is supposed to be force multiplier in the filed of customer service in a call center. But is your IVRS increasing customer satisfaction or has become an irritant to your caller ? Here are five Tips to make your IVRS a force multiplier in your call center.

1. CRM Integration

You must integrate your CRM with IVRS! Without integrating your IVRS with Call center, you can not say really that IVRS is improving customer service.  Integrating with CRM gives IVRS the features like identifying the caller with his all information and customer does not need to enter his identification details. This will shorten the time to serve the customer and customer will also stick to IVRS.

2. Allow Call Transfer to Human Agent

At any point of time, customer must be given option to speak to a customer care human executive! Many a time, caller knows that he has to speak to human agent only to explain his requirements or problem, and then if he does not find any option to speak to live agent, he might simply turn to your competitor. This is specifically true for general purpose call center or customer care. One must do a fine balance with call screening with live agent call transfer.

3. Never Ask Customer Details Twice

In many IVRS, it is observed that customer has to enter his details for using IVRS and and then when he is transferred to a human agent, he needs to repeat his customer details again to the human agent! Never ever do that! This will irritate the customer to no end and your customer care center may turn into customer irritation center. It may happen also when customer goes back to IVRS main menu and then he may require to enter his customer details again, never do that.

4. Precise and To the Point

Be precise and to the point in presenting any information. Also make navigation menus short, easy to navigate.  You should keep an option to transfer the call to a human agent at every level as well as go back to main menu. Long menu will scare away the caller and he would tend to forget the options.

5. IVRS Information

Always keep an Help Option the main menu. It should have information about the IVRS itself and what customer can expect from it and what not! Also give caller the approximate time for connecting to live agent! I would suggest you not to play prompts like “Your Call is important to us, please be online while we are connecting your call to customer care officer.”, this kind of message if repeated many times, may infuriate a caller, specially when the caller has a complaint.

The above list of five is not exhaustive! But the bottom line of most effective use of IVRS is : Customise your IVRS as per your business.