The main purpose of any IVR is to either assist a customer with a request/task, or to route a call to an agent for help. But many people’s experience of IVR systems is one of a poorly designed call flow, with a seemingly endless series of options and prompts, wondering if they’ll ever be able to get the answer or help they want, and leaving them confused and frustrated.
But it doesn’t need to be like that.
Premier CX has helped many contact centres improve their IVR design – making it simpler (and quicker) for customers to reach the right person or department. And by implementing a well-designed IVR – customer experience is enhanced and your IVR becomes more efficient.
Why use a well-designed IVR?
By ensuring callers are welcomed and connected to the correct department in the most professional, efficient and on-brand manner, a well-designed IVR system can:
Improve first call resolution
Enhance customer experience
Ensure a consistent brand persona
Reduce call abandonment
Improve employee engagement
Ultimately, the purpose of your IVR is to primarily benefit your customers and increase first call resolution. The outcome for you is better customer satisfaction, and the secondary benefit of reduced costs. **