IVR / speech systems

The IVR or speech system is often the first point of contact for current or prospective customers. Organisations use these systems to direct callers to the right areas in the customer service team where consultants have the necessary skills to handle the issues.

People generally do not have good experience with IVR / speech systems, therefore it is critical to get the design right so that people move through the system as quickly and accurately as possible. Their first experience with you must be positive.

Natural language speech recognition systems are the next advancement over traditional touch tone IVRs. However, most organisations are reluctant to implement speech systems because of a few notable failures. However, it’s not the technology that’s the risk, it’s how it’s used, the quality of the implementation and user interface that determines how well it serves customers and the business.

How do I know I need a new IVR or speech system?

Any organisation with an IVR / speech system should examine their performance logs and customer satisfaction measures to look for one or more of the following:

People randomly pressing digits until they speak to a real person
People ending up in the wrong department, requiring a transfer
People getting frustrated and going back to more expensive channels, such as branches
People using the self service functionality, but with many mistakes
People choosing not to do business with you

The benefits of an easy to use IVR / speech system

The benefits of a PTG Global designed easy to use IVR / speech system have an immediate impact on customer satisfaction and the efficiency of internal operations:

Increase in staff time available for calls, customer service and sales activities as misdirection rates drop
Customers’ first experiences with you are positive, contributing to overall customer satisfaction
Customers can be migrated to an easy to use IVR / speech self service channel, giving them more choice in how they interact with your organisation
Customers choose to continue using IVR / speech based self service
Standardisation of customer experience across all channels, making it easy for people to do business with you
Full compliance with relevant AS / NZS standards to provide a consistent and predictable experience
As your business changes, you won’t need to increase manual handling or make disruptive wholesale changes to the IVR.

For more information on how PTG Global can design and deliver an efficient, easy to use IVR / speech system, email us at info@ptg-global.com or call 1300 660 973.