Tips for setting up an IVR and recording a welcome message
Tips for setting up the IVR of a Call Center or PBX
What is an IVR?
When you make a call and a pre-recorded welcome message answers, mentioning different options for you to press the key that suits your needs, you are listening to an IVR.
IVR stands for Interactive Voice Response. This tool allows you to configure a welcome menu or a virtual receptionist for your business. Call Center either PBX (virtual switchboard, telephone exchange or telephone switchboard), this way you optimize your team's time and direct each call to a group of extensions or an agent prepared to handle each user's request, depending on the key they pressed.
What is an IVR used for?
They are a welcome message that serves as a map for users calling your company. Their objective should be:
Provide the user with useful material
Allow users to help themselves without needing to speak to an agent
Direct the user
Direct users to the extension or agent best suited to meet their needs in a single call, without having to transfer to other agents.
Customers who receive fast, personalized assistance are more likely to complete a purchase. Properly managed chat support can increase conversion rates by up to 40%, according to market research.
Why is it important to create an IVR with a good structure?
Since IVRs are like a map, their routes should be designed with a clear objective. To visualize an effective IVR, imagine it's a hotel; it should be as clear as standing in a lobby and seeing three different paths, each with its own signage: Pool, Gym, and Restaurant.
Unfortunately, confusing IVRs abound, and if they were a hotel they would be like those where, despite having signs, visitors get lost and after following the planned route they have to ask a staff member which way to go to get to a certain point.
And the answer will be something like go to the back and turn right, open the second door and walk halfway down the hall to go down the stairs, if you forget halfway there ask a member of staff again.
It sounds dramatic, but it's the experience many users have when interacting with virtual receptionists at various companies. If an IVR offers the option "if you would like to see the menu again," it's because the menu is too long.
Practices for improving an IVR
Focus on the user
Think about the user, identify their most frequent needs, and design a structure accordingly. The IVR should focus on the user's needs, not on what the company has to offer.
Structure an IVR with few options
After identifying the most frequent or most relevant requirements, you should summarize the information into 3 or a maximum of 4 options to provide short and efficient service.
Align the information with the brand's personality
Define the script according to the personality of the brand or company. Remember that any channel of contact with clients, users, and prospects must be aligned with your brand identity. To build trust, your company must demonstrate consistency.
Record the IVR welcome message
If possible, hire a professional voice recorder to record the IVR options. If you don't know someone who does this, you can go to... VoiceBunny, There you will find hundreds of voice actors at different prices and you can listen to demos to choose the one that best suits your brand.
If you don't want to dedicate resources to this, you can use a free TTS service. These platforms convert the text you type into audio, and you can choose whether you want a male or female narrator, with accents from different parts of the world. Even though the words are pre-recorded, the results are quite natural.
Read our blog How to select a TTS service And find out which one is right for recording your IVR voice. Explore paid and free options.
It includes the option to speak with an agent.
Although the goal is to optimize the time of the Call Center team or your company's employees, studies show that users feel more comfortable when one of the options includes "Talk to an advisor".
Set the music to English
I know that hold music isn't exciting and can be perceived as annoying because it's associated with waiting, but it's necessary to let the user know that the call is in progress. If the hold music is left silent, the user might get confused and think the call dropped or that there were technical problems.
Test your IVR
Once your IVR is structured, test it with real people, take notes, and modify it if necessary. Do this regularly. When creating user-centered experiences, there's always room for improvement.
Update your IVR
Change the welcome menu greeting to reflect the season. For example, for Christmas, New Year's, Halloween, and any other important date. This will give an impression that you care about the details and are constantly updating.
Verónica Salgado
I navigate the digital world and learn everything I can from it.
Users call because they want information, not to listen to endless advertising. Keep that in mind, and with these best practices for improving your IVR, you can provide better customer service.
#We invite you to read our blog post «"6 keys to achieving effective communication with your customers»
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