Build a Better IVR Script

Without a doubt, IVR systems have become part of standard operating procedure for most businesses.  Improvements in technology and lower costs have made their implementation easy and affordable for any size business from multimillion dollar companies to at-home businesses of only one employee.  But an IVR system is only as good as its script.  Careful crafting and testing of scripts is essential for an effective and user-friendly IVR system.  Without an easy to understand script, an IVR system can be hard to navigate and/or cause a customer to become frustrated.  A good IVR system starts with a good script.

Craig Borysowich of Toolbox for IT has written an excellent summary of the method for creating, testing and implementing an IVR script.  A good script starts with clear objectives.  Without specific goals, implementing an IVR system is a waste of time and money.  It's also important to clearly identify the type of application(s) that will be employed in the system (e.g. data-capture, transaction processing, etc.).  The work flow of the system is critical.  Borysowich recommends applying Human Factors Analysis techniques to make the system logical, efficient and user-friendly.  The text of the script should be clear and concise when spoken so that it can be easily understood by customers.  Perhaps the most important step that is also probably often overlooked is usability testing.  Pilot programs should be run with actual customers to test the systems and their feedback must be used to revise the script.  Several cycles of testing should be performed where feasible to have a very refined script before it is rolled out for general use.  Using this type methodology will catch customer satisfaction issues before they happen on a large scale and the end result will be an efficient and useful IVR system.

IVR Reminders

The idea of employing IVR systems for purposes other than answering and routing telephone calls is not new. Over the past several years IVR has been used in outbound information dissemination as well as for reminders from businesses, like doctors offices, about upcoming appointments. IVR Technology Group has taken this concept a step further to create iConfirm, an automated appointment reminder service. Nowadays, most people rely on appointment books or calendars on their computers or smart phones to manage their increasingly busy schedules. iConfirm builds on this model and integrates it with old fashioned telephone reminder services.

iConfirm is an online service that allows the user to input the times and dates of appointments and then receive an automated telephone reminder from an IVR system. Since the messages are delivered by a virtual operator, they are always done so pleasantly, consistently and in a timely fashion. Also, since the system is automated, human error will not result in delayed or missed appointment reminder phone calls. Although the idea in and of itself is not new or entirely original, it could be a very useful and convenient service in our increasingly busy lives. This is only one in a long line of uses for IVR above and beyond its original intent.

Integrated IVR

Recent research suggests that more customized and customer focused IVR systems result in improved service and experience for users. Integration of customer profile information into the IVR system can make for a much more personalized customer experience. InVox has integrated this concept into their recently announced cloud telephony offering. In addition to creating an online user interface for the IVR workflow design, the system is capable of using customer specific data to customize and enhance the IVR menus and on-hold messages.

The inbound call system is capable of identifying incoming callers and cross-referencing them with their in-house records. For example, the system can look up future appointment schedules and supply the customer with a reminder or even an offer to reschedule. It is also capable of transcribing voicemails which it can then deliver to the proper recipient in text form. The system can also solicit spoken responses from customers to handle common transactions like a traditional speech self-service IVR system. These types of increased integration of value added services are likely to be the future of telephone-based customer service systems.