Use These 4 IVR Best Practices to Avoid Customer Hang Ups
When it comes to keeping customers on the line, there are four key call center IVR (Interactive Voice Response) practices that make a real difference. These practices are vital because they address common reasons why customers hang up—and can help you prevent customer hangups in the future. We’ll break down these four practices, explaining what they are and why they’re effective, and we’ll give you the exact steps to start implementing them in your call center.
1. Make It Easy To Reach a Live Agent
What it is: With this strategy, you provide an option within your IVR menu that allows customers to bypass automated responses and speak with a human agent.
Why it prevents hang ups: Technology is great, but sometimes customers want to talk to a real person. According to a retail communication report by First Orion, more than half of U.S. consumers prefer phone calls for complicated issues, underscoring the importance of human support in customer service.