“I'm not a Luddite; I don't rage against the machine; and I've always argued that the digital age is making life better in almost every way. But there are some things even in the 21st century that humans still do better than robots” .

This quote is taken from an article deriding problems with Interactive Voice Response (IVR) in the US. In a way, it shouldn’t come as a surprise that customers dislike voice recognition technology, no matter how well-designed it is, but with advances in technology since it was first introduced and increased efforts to educate customers it is surprising that attitudes don’t seem to have changed. 
 
This example is taken from the US, but do we do IVR better here in the UK? 
 
This kind of technology can be an extremely useful tool in improving the strategic choreography of inbound calls. It can more efficiently direct customers to the correct contacts within a business promoting consistency and accuracy in dealing with enquiries as well as cost savings to the organisation. 
 
We have found in research we have conducted that the experience of CCA members is more positive. Organisations which have implemented demand management strategies, via better online and IVR, have had successes at reducing ‘bad’ contact as a consequence of customer or organisational failure. 
 
This ties in with the need to reassure customers, and education has played a vital role too, along with improved outbound communications. Similarly, text alerts can help customers to understand processes more clearly. 
 
For more information about the findings of this CCA report sponsored by Sabio ‘Demand Management in contact centres: the good, the bad ant the unnecessary’ or to receive the full report please contact us
 
We would also love to hear your views on the specific issue of IVR and whether you think your organisation has a good policy for IVR. 
 
Please fill out our monthly poll to let us know your views