Code Blue ...
avoid having your IVR/ASR on ‘life support’
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Regardless of your industry, caller base, technology and self-service capabilities, some callers will always need to reach a live person. New technology applications (e.g., “Dial Zero” on smart phones) and bypass blogs (e.g., www.gethuman.com) make bypass easier every day.
Does your IVR/ASR system have any “code blue” symptoms?
Click here for some of our diagnosis options, or contact us:
ivr doctors
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Hiding access to representatives behind your IVR, while hoping your self-service utilization will go up, creates negative caller reactions and drives callers to defeat your system. They’ll go down call paths that are inefficient to your operations, and in some industries, such bypass / abuse can be dangerous, too (e.g., energy utilities). Click IVR Workshop to get help in designing best-in-class menus and call flows, based upon a philosophy that accepts human nature and uses it to your advantage. It’s a game of cat and mouse and one with high stakes to the winners - and losers!
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Despite what some vendors and blogs say, it is not true that a majority of callers have a predisposition to ‘press zero’ or to find a bypass path. However, if any caller encounters an IVR system with clear, concise and mutually exclusive menu options, history shows that they are more likely to use self-service and to be satisfied in doing so! It’s about call resolution!
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We know from thousands of usability and focus group observations, that callers can be led to complete self-service automated tasks that they were predisposed against completing or that they thought they could not complete without representative assistance. Click IVR Usability Tests and IVR Focus Groups for ways to bring the customer into the design loop -- without making them system designers (since many will simply say to add “press zero” to the top of every menu!).
