We all can agree that the purpose of the Interactive Voice Response (IVR) process is to assist callers in completing specific endeavors and help customers find answers via the phone by either voice response or dial pad input.
If designed well, the IVR will help callers complete the task themselves, thus, reducing the involvement of a live agent. But don't be mistaken, the live agent component is vital. And the caller needs to have the option to connect to that agent by the third menu, giving us the number one goal: First Call Resolution.
A recent test by Software Advice was conducted by calling 50 Fortune 500 companies, to see how many menus it took on their respective IVRs to reach a live agent. Zero was pressed repeatedly for dial pads and an agent was requested for voice IVRs. Here are the results:
NUMBER OF MENUS BEFORE REACHING A LIVE CALL CENTER AGENT
Almost 25% provided the opportunity to speak to an agent in the first menu. Thankfully, only 17% made callers wait until the fourth menu and no IVR system went past the eighth.
When creating and building your IVR technology, design with the caller in mind. Saving money by utilizing a well functioning IVR system is fantastic, to be sure. Making your customers happy is even better.