Telephony & IVR Design

“67% of inbound interactions in the UK were to live agent supported telephony channels. This shows that the telephony channel must be strongly invested in … into the foreseeable future.”

Contact Babel Decision-Makers Guide 2019/20

Telephony & IVR Design

“67% of inbound interactions in the UK were to live agent supported telephony channels. This shows that the telephony channel must be strongly invested in … into the foreseeable future.”

Contact Babel Decision-Makers Guide 2019/20

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 customers 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.

3 Steps To Success

We follow a three step process for all of our projects to ensure success:

Discovery

The first step is to understand your customer experience operations and the technology you use. We’ll keep your customer front of mind, whilst engaging with key stakeholders, to ensure objectives are more easily achieved.
This helps us determine the right focus, very quickly.

Design

Based on our findings from the discovery phase we’ll re-design any area that needs attention, to ensure every touchpoint is effortless for your customers and profitable for your business, whilst creating an environment of continuous  improvement.

Implement

Finally, we’ll work alongside your own teams to implement your new service, whether using your own technologies or rolling out new ones. We’ll also keep a close eye on agreed objectives and KPIs to ensure you maximise the benefits and return on investment now and in the future.

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 IVR (or DTMF if you want to be technical) 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 add value to the customer and the business when 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 IVR design as low effort as possible for your customers and only ask necessary (and a small number of) questions to find out what you need to know to route the call the right place.

Yes IVR can help to reduce customer experience operating costs. Every call that reaches the right place first time, with no transfer required is lower cost than a misdirected call that takes time, increases call agent handling time and causes frustration for the customer. 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 and natural language market, 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 IVR should sound real so that your customers can have a natural, human type interaction.

You can use a voice from your contact centre to record audio messages 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. In addition, in-house voices are not always there when you need them and do sometimes leave the business.

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 artist can deliver your words in your tone of voice consistently over a long period 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 word 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 new technologies to link digital journeys to telephony which improve the customer experience and ensure interaction history travels with the customer. As well delivering great CX they also help reduce the overall cost of contact so a real ‘win-win.’

Blogs and Case Studies

  • Telephony & IVR
    Top tips for recording your own IVR and on-hold voice messages
    READ MORE
    March 18, 2020
    Blogs, Industry news, Our Thoughts
    With Coronavirus widespread, your contact centre is having to adapt ...
  • Emotions In The Customer Journey
    READ MORE
    November 7, 2019
    Blogs, Cost Reduction, CSAT
    I travel around a lot with work and often stop to grab a coffee...
  • James-Hay
    James Hay Partnership
    READ MORE
    September 25, 2019
    Case Studies, CSAT
    Situation: Constant negative NPS score when completing post interaction surveys by post. This...

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In order to provide you with the requested information, we need to store and process your personal data. For full details on how we store your personal data for this purpose, please refer to our Privacy Policy. Please note we may also send you other related content.  


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