The UK magazine Call Centre Helper has released a list of twenty-eight tips from industry experts to improve IVR systems. Some are intuitive while others are not quite as obvious. The highlights of the list include involving linguists to help develop a usable system that recognizes speech patterns, making engaging menus that don't bore the customer and allowing the customer the option of quickly reaching a live operator. The suggestions repeatedly emphasize the importance of speech recognition. Without good speech recognition algorithms, the system's effectiveness is greatly reduced.
The tips also include the need for audience analysis. Without a good understanding of the customers and their expectations, the system will not be an effective tool for dealing with common issues that may arise. They also advise against making overly complex menus that offer too may options at any particular level. Again this goes back to understanding the user of the system and a barrage of information and/or options can be overwhelming to the customer. Perhaps the best bit of advice is not to expect perfection from the initial system implementation. A good IVR system must be viewed as an evolving tool that can be changed to best fit the intended users. It is important to remember that the system is flexible and can be modified multiple times and continually improved based on user feedback.
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