A Voice Actor's Persepctive on IVR Mistakes

IVR technology has improved so much since its first commercial use, it would seem that most common mistakes could be avoided these days. However, as cloud-computing technology has made it possible for much smaller companies to implement IVR and voice recognition systems, common mistakes are creeping back in to the systems. The Techistan blog features a very thorough list of common IVR mistakes that should be avoided during design and implementation of a new system. The list is unique in that it was compiled by Allison Smith, a voice actor with several years of experience recording voice prompts for good and bad IVR systems.

Among the common mistakes, there are several key highlights including the idea of listing the most important menu options first. It seems obvious but Mrs. Smith includes a startling example of poor menu option placement. Another very important concept is pronunciation help in the recording process. Even the best voice actor may have trouble pronouncing unfamiliar/unusual names or trade lingo that might appear in IVR prompts. The actor will do her best to record the correct pronunciations but there is no guarantee without phonetic spellings or pronunciation samples. Perhaps the most basic and important tip is brevity. Most peoples' attention spans are relatively short especially when they are looking for a help or a crucial piece of information through a customer service line. Always put the the most important information first and keep it short and to the point. Most people never realize that they have grown accustomed to doing tasks a certain way but a fresh and different perspective on IVR systems can really help shake out the mistakes that creep in over time.