Interactive Voice Response (IVR) has always received mixed reactions from its users. Some grumble on the idea of using an IVR, while others are happy with the quick resolution it provides. These mixed reactions have led to the formation of many misconceptions which is profoundly affecting the overall utilisation of IVR.
Here, we need to understand that drawback of a poorly designed IVR cannot be a base of the widespread notion. If an IVR system is built without an intelligent routing structure, then callers will certainly face long call-queues and multiple transfers before getting connected to the right agent or department. Moreover, if a customer service agent lacks product knowledge, then they will affect the process of query resolution.
Let’s look at such 5 top myths which are circulating the market and needed to bust immediately.
1. Even for The Simplest Queries Customers Prefer to Talk with Live Agents
Over 50% of customers think it’s important to solve product issues themselves.
It is a common misconception among businesses that every customer wants to talk to a live agent in their first contact. Whereas, customers, on the other hand, want a quick query resolution without having to wait for any communication with the agent. Especially, for quick queries like balance amount, existing plan details or any routine questions. Customer finds self-service options more beneficial in comparison with any other query resolution method.
Although, this does not rule out the fact that customers do look for agents when self-service options fail to resolve their concerns. Thus, to deliver a great customer experience, it is vital that you present customers with both the options in your IVR menu.
2. IVRs are Expensive
Gone are the days when one had to buy a set of sophisticated hardware and get tangled in the complex wired structure to set up a telephony system. Now, cloud telephony systems have replaced all the complicated hardware setup and cumbersome installation process with a simpler solution. Hosting telephony services on a cloud is much less costly and yields more return on investment.
With auto-attendant and interactive self-service options, many cost incurring processes were eliminated. Thus, moving to cloud reduced the overall cost of telephony systems. In fact, this migration to cloud made IVR more cost-friendly than ever before.
3. IVRs are Difficult to Setup
Seeing the multi-level structure an IVR follows, one easily assumes that setting up the same would be a complex task. If you are choosing a cloud telephony solution, then this setup is entirely a smooth process. Once you have your routing structure in place, you merely need to login into the portal to start working. A brand does not require an expert to set up an IVR system; an employee with minimal technical knowledge can set up the panel.
Moreover, companies can even eliminate the process of recording and uploading audios. Instead, they can use text-to-speech integration where one needs to merely type in the text and convert it into an audio recording on a click.
4. On-Hold Music Increase Call Abandonment
This is one of the most famous and easily perceived myths across the call centre industry.
On-hold music was introduced to fill in the waiting time of the callers and to make the waiting experience less exhausting. A survey by AT&T observed that the callers who were placed on hold for 30 seconds in silence perceived it to be a wait of 90 seconds long, whereas with on-hold music the perceived time reduced to half.
However, this utility of on-hold music diminished over time due to the poor design of IVR system. If you provide callers with a minimum of 30 seconds to 1-minute call waiting time, then the call abandonment rate is sure to decrease. But if the waiting time crossed the threshold of 2 minutes, there will be hiked chances that customers will abandon your call and may never want to call you back.
Thus, it is essential to break this myth and understand that on-hold music does not increase call abandonment, rather long waiting time does.
5. Only Big Companies Use IVRs
Today, not just big companies but rising start-ups also want to provide quality customer experience to their customers from day one. Moreover, creating quality experience becomes more important when your business is in its growth trajectory. You certainly cannot afford to lose customers when all you need is more customers. Thus, IVR is not only necessary for large companies but small growing companies as well.
After busting the above five myths around cost, efficiency, and infrastructure, it is quite evident that an IVR system is vital to improving your business productivity. Moreover, it is one of the most affordable options among other customer service tools.
Moreover, if your company has a limited workforce, IVR can be much more beneficial for you.The need of a dedicated receptionist to attend incoming calls gets eliminated with the auto-attendant feature. And with self-service options, many incoming queries get answered without talking to an agent. Also, with call routing, you can easily forward the calls to your personal phone numbers which gives you the flexibility to not remain restricted to a landline phone. Instead, you can perform multiple activities without affecting the customer calls.
It’s time that we bust these myths and start utilising Interactive Voice Response system smartly for what it was designed. Having an IVR system is not a luxury anymore; instead has become a necessity for every business. Thus, it is necessary for a company to understand all the aspects of IVR before accepting or rejecting this customer service tool. Moreover, with cloud revolutionising the telephony industry, the features offered by IVRs has experienced a significant upsurge.
If you are interested in knowing more about IVR, contact us at 1800-11-3333, or 1800-103-6989, or leave us a mail at firstname.lastname@example.org