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What is IVR and how it’s best implemented

IVR (Interactive Voice Response) technology allows callers to navigate through a series of pre-recorded menus using DTMF tones on your phone keypad or through voice recognition. This is often referred to in various forms… Automated Attendants, Professional Voicemail Greeting, Main Phone Greeting, Business Greeting and so on.

All in all, IVR was designed to make it easy for a caller to reach their contact. Automated content that is streamlined, clear and prioritizes customer needs keeps the caller engaged and on the line. However, in the real world. This is not always perfectly implemented.

Here are seven crucial elements of interactive voice response content that will help you do just that.


#1: Study Your Call Flow

It’s important to study your call flow to learn how your options rank in terms of caller preference. Place your options in terms of caller preference to reduce wait time and frustration.


#2: Limit Options

Knowing your callers and with whom they most want to talk with will help you know which menu options to provide. Too many options will confuse and lose customers. Too few options will negate the efficacy of your interactive voice response system.

Declutter, monitor usage and ensure you’re delivering the most streamlined experience possible.


#3: Let The Customer Talk to a Person

There are some things an IVR system just can’t do. For one, they can’t answer specific questions. And they can’t connect your caller to someone who is not listed on the menu. Provide your callers with an option to speak with a person. Otherwise, they might stop calling.


#4: Update Your Information

Just as your website should be updated with current information, so should your interactive voice response prompts.

Christmas messages in January reflect a company that’s not paying attention. If appropriate, change your messages on weekends and holidays to reflect hours of business, what to do in case of an emergency, or how to find more information on your website.  

Just because your business is closed, doesn’t mean customers aren’t calling. Keep your information updated and you can make money while your doors are closed.


#5:  Be Brief

Don’t drag your prompts out. Respect your caller’s time and use phrases rather than sentences. For example, rather than this: ‘If you’d like to speak to a customer service representative, please press 2’; do this: ‘For Customer Service, press 2,

Why use 13 words when five will do?


#6:  Move the extension to the end

When callers are listening to your IVR prompts, they are listening for specific departments. Don’t confuse them by putting the extension (the number) before the department name. Capture their attention with the department name and then give them the number. This way, they are more likely to remember the number and not have to repeat the prompts – or worse, call back.


#7:  ‘Press’ instead of ‘dial’

No one ‘dials’ anymore – they ‘press’ or ‘touch’.  Make sure your language keeps up with the times. It may be a small thing but it shows that you are relevant and that you pay attention to details.


You Can’t Afford To Be Ignored

When your customers call, respect their time by following these seven crucial elements for interactive voice response content.  

After all, you’ve invested in your IVR, you can’t afford to be ignored.

Call us now at 800.492.9030 and discuss your interactive voice content needs with our team of professionals. Click here to learn more and listen to some examples.

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