Telephony & IVR Design

People still trust the phone and it is increasingly used for more complex or emotionally driven contacts. This means it becomes a moment of truth and makes getting it right even more important then ever.

Telephony & IVR Design

People still trust the phone and it is increasingly used for more complex or emotionally driven contacts. This means it becomes a moment of truth and makes getting it right even more important then ever.

Telephony & IVR Design on Any Platform

A relatively small improvement to your telephony & IVR design can generate huge cost savings in your contact centre function, whilst improvements to self-serve technology can reduce effort and improve the customer experience – ensuring they come back to you time and time again.

What’s more, with improvements in insight and analysis from telephony and IVR platforms we can always find new ways to continuously improve.

We can help you get the most value out of  your existing platform, or help you navigate the market and find a new one that will meet your customer organisational objectives. 

Improve Experience & Efficiency

Customers call you because their enquiry is complex, emotional or urgent. Our designs will deliver a branded experience which reduces customer effort and increase right first time routing and CSAT / NPS scores

Increase Telephone Self Serve

By increasing telephone self serve acceptance for transactional enquiries, through engaging touch tone or natural language IVR journeys, you will reduce costs and queue times, improve experiences and free up time for agents to deal with more complex enquiries

Reduce Cost To Serve Via Channel Shift

Many organisations now have a digital first strategy but customers like the re-assurance of a phone call. The art of generating significant, sustainable channel shift is to link your telephony to your digital offering in the right journeys and it will become the natural thing for customers to do.

How We Do It

Discovery

We use the discovery stage to look at your current customer journeys and technology to determine where the focus needs to be.  We’ll consider your customers and engage your stakeholders throughout the whole process so that your project objectives will be more easily achieved

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Implement

Working alongside your teams we assist in the implementation of your new journeys whether utilising your existing technology or rolling out new technology solutions

We strive to make our clients happy

so, let's be happy together

£ 0 K
Financial Services monthly sales increase on an insurance sales & marketing line

We strive to make our clients happy

so, let's be happy together

£ 0 K
Financial Services monthly sales increase on an insurance sales & marketing line

Ask Us Anything

IVR stands for interactive voice response. This is slightly misleading because traditional touch tone (or DTMF if you want to be technical) IVR doesn’t actually interact with your voice. You interact by pushing buttons on the keypad in response to options provided. IVR has traditionally been used to triage calls and help you direct the call to the right team in the contact centre.

Customers don’t dislike IVR itself, they just don’t like IVR that has been poorly designed or that has been put in place to act as a barrier. Well designed IVRs will and add value to the customer and the business they are hardly noticeable (the biggest compliment you can give it).  This applies to both traditional touch tone IVR (DTMF) and newer speech recognition or natural language systems.

Think about making the design as low effort as possible for your customers and only asking the least number of questions to find out what you need to know to route the call the right place.

Yes! Every call that reaches the right place first time, with no transfer required is lower cost that a misdirected call which takes time and increases handling time and causes frustration. It is also possible to use IVR for partial self service such as identification before routing through to advisors or full self serve such as order tracking, payments, balance enquiries and many other processes.

There are new entrants into the speech recognition / natural language market place, many of which come with a text to speech function which at first glance appears easier. However, many test to speech audio does sound robotic and unnatural which is the opposite of what we want to achieve. The voice of your ivory should sound real so that your customers can have a natural, human type interaction.

You can use a voice from your contact centre but there are issues with that. Firstly, an in house voice is instantly recognisable when heard through the phone and it can make the IVR and telephony experience sound uncared for. Audio quality is often poor when recorded through a handset which makes the experience harder to interact with. Also in-house voices are not always there when you need them and do sometimes leave the business.

Voice artists are a very talented bunch and recording professional audio is a tremendous skill (how many times do you have re-record your own voice-mail until you are happy with it?). A trained voice can deliver your words in your tone of voice consistently over a long periods of time and they are there when you need them. The art of this is finding the voice to help you communicate your brand personality through the phone and IVR channels and use words that engage your callers from the very first thing they hear.

Many customer journeys do start on the website and if the query cannot be resolved there (or if the customer just wants to talk to you about something) they often have to start the whole conversation again. There are some really neat new ways to link digital journeys to telephony which really enhance the customer experience and enable the interaction history to travel with the customer. As well delivering great CX they also help reduce the overall cost of contact so a real ‘win ‘

Blogs and Case Studies

James-Hay
Case Studies
admin

James Hay Partnership

Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was

Read More »
Legal & General
Case Studies
admin

Legal & General

Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called

Read More »

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