Easy Steps & Best Practices for Smooth IVR Implementation

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Customers expect quick and efficient service when they contact your call centre, and nothing frustrates them more than long wait times or being transferred multiple times. 

Interactive Voice Response (IVR) technology can help you exceed these expectations. This technology automates initial interactions with callers, guiding them through a menu using voice or keypad inputs. 

This streamlines call handling, reduces wait times, and ensures customers reach the correct department quickly. This article will walk you through seven key steps for successful IVR implementation and a few best practices.

7 Steps for Setting Up Your IVR System

IVR accounts for twice as many interactions as calls with live agents and five times more than text-based chat. That’s why it’s so important that you set up your IVR system correctly to ensure it provides accurate, efficient service to your customers. To do so, follow these steps. 

“IVR is often the first touchpoint when customers call your company. Honor that critical first impression by ensuring your IVR provides an experience that builds trust and aligns with your brand voice.”

—Mac Steer, Director of Simify

1. Determine your goals and requirements 

Before tackling the technical aspects of the IVR implementation process, you need to establish clear goals and requirements. Start by defining what you want to achieve with your IVR system—whether that’s improving customer service, reducing call handling times, or automatically routing customer questions to the right agent.

Next, consider the types of interactions your IVR will manage, such as account inquiries, payments, or information requests. Understanding the needs of both your customers and your organisation will guide the design process.

Lastly, identify key performance indicators (KPIs)—like call resolution rate, average handling time, and customer satisfaction scores—to measure the system’s success. Setting these foundational elements will ensure that your system aligns with your business objectives and improves the customer experience.

“Too often, companies implement IVR systems to reduce costs without considering how it will impact their customers. Get the experience right first, then focus on efficiency and cost savings. Happy customers who get quick, effortless service will be your best return on investment.”

—Mac Steer, Director of Simify

2. Choose an IVR platform

Selecting the right IVR system is essential for ensuring a smooth customer and agent experience. When evaluating options, prioritise platforms with high uptime, IVR security features, and additional functionalities that expand the tool’s capabilities. 

Integration with your existing tech stack, such as CRM software, is crucial to streamlining operations and providing a seamless experience for customers and agents.

Aircall is a top choice for businesses that want to design efficient and customer-friendly IVR systems. With Aircall, you can easily connect customers to the most relevant agents using a dynamic visual editor. 

Its multi-level IVRs and Smartflows Call Routing allow for tailored customer journeys, even during peak hours. Plus, Aircall offers customisable messages, waiting music, and flexible business hours.

Discover an advanced IVR solution that helps you provide a smoother customer experience and free up your contact centre staff. Try Aircall for free.

3. Map out your call flow

It’s incredibly easy to map out complex call flows with Aircall.

Next, create a flowchart that outlines the IVR menu and call paths. The goal is to design intuitive, user-friendly menus that guide callers effortlessly to their desired outcome. While mapping out your call flow, plan for error handling and fallback options to manage unexpected issues smoothly. 

Mac Steer, Director of Simify, recommends focusing on the customer experience and “designing the IVR conversation from the outside in. Put yourself in your customers' shoes and ask yourself, What information are they likely calling for? What menu options and prompts will guide them most intuitively to that information?”

This step in the process is also the time to determine which agents and departments will handle specific calls. A well-designed call flow minimises wait times and quickly connects users to the right person. 

4. Write a script and record voice prompts

66% of customers prefer natural language IVR systems, so it’s important to use simple, conversational language in your prompts, instructions, and responses. This approach helps callers easily navigate the system and feel more comfortable during their interactions.

Once your script is finalised, hire professional voice talent or use high-quality text-to-speech technology to record the prompts. Ensure the audio is crisp and the pronunciation clear, maintaining a professional tone.

Additionally, if your business serves multiple regions, localise recordings for different languages or accents. These steps will make the IVR experience more natural and user-friendly for all your customers, regardless of where they’re calling from.

5. Test your system 

Testing your IVR system allows you to gather valuable feedback on usability, clarity, and the overall IVR experience. Mac recommends that you “test the system extensively—not just for technical function, but for usability as well. Recruit real customers to interact with it and provide feedback.”

During the test, he suggests you “observe where they get stuck or confused so you can refine the system accordingly.” Pay close attention to how users interact with the menu, noting any areas where they struggle and use this feedback to iterate and improve your IVR setup.

Make necessary adjustments to optimise call flows, refine scripts, and improve the user experience. Thorough testing ensures that your IVR system is fully functional, user-friendly, and ready to meet your customers' needs.

6. Train your team 

Once your IVR system is ready, train your staff on how to use it effectively. Start by providing comprehensive training sessions that cover the system’s features, call flows, and escalation procedures. Equip your team with clear documentation and user guides so they have quick access to important information when needed.

Encouraging your employees to provide input during this phase is also important for improving your IVR system. Their frontline experience can help identify lingering issues or suggest enhancements to improve the menu options. Proper training also ensures your live agents are confident and capable of delivering seamless customer service.

7. Take things live

With everything in place and tested, it’s time to roll out your IVR system to all users. During the initial phase, closely monitor the system to quickly identify and address any issues that may arise. Additionally, set up a support system for troubleshooting and maintenance to technology the system runs smoothly and efficiently.

Regular updates and refinements based on ongoing feedback and performance analysis will help optimise your IVR software. By staying proactive and responsive to user input and customer performance, you can ensure that your IVR system continues to deliver a high-quality experience, meeting the evolving needs of your customers and business.

IVR Implementation Best Practices

Says Mac, “a poor IVR system that causes frustration or confusion can damage the customer relationship and brand perception.” And implementing an effective IVR system entails more than just setting it up; you need to continuously refine it to enhance the customer experience. 

Following these IVR tips to ensure your system remains effective and customer-friendly:

• Design with the user experience in mind: Prioritise the customer experience by making the IVR system easy to navigate. The goal is to help customers reach their desired destination quickly, without frustration.

• Create simple and intuitive menu items: Keep menu options clear and straightforward. Simple menus reduce confusion and help customers find the right path for resolving their issues faster.

• Offer self-service options: Empower customers by providing self-service options for common requests, such as account inquiries or payment processing.

• Personalise where possible: Incorporate personalised service by using customer information to tailor responses, or direct customers to the most relevant live agent based on their history or preferences.

• Keep your scripts up-to-date: Regularly review and update your scripts to reflect any changes in your services or customer needs. Up-to-date scripts ensure accurate information and smoother interactions.

• Ensure compliance and security: Make sure your IVR system complies with relevant regulations and maintains high security standards to protect sensitive customer information.

• Implement user feedback: Actively gather and implement user feedback to refine your IVR system. This continuous improvement loop will help you adapt to customer preferences and improve service delivery.

• Monitor performance metrics and optimise: Regularly track metrics such as call resolution rates and customer satisfaction. Use this data to optimise your IVR system, ensuring it continues to effectively meet customer needs.

Improve the IVR experience with Aircall

Aircall’s IVR system is equipped with Smartflows Call Routing for better customer service and performance analytics.

Setting up an effective IVR system doesn’t have to be complicated, especially when you choose Aircall. With its intuitive design and powerful features, Aircall makes it easy to create a seamless IVR experience tailored to your business needs—whether you’re handling seasonal spikes in call volume or looking to streamline customer interactions. 

Like CommonBond, whose team found the onboarding process smooth and was able to set up their IVR in no time, you can create a better customer experience with Aircall. 

Says the CommonBond team, “It was really easy to set up an IVR with Aircall. With a phone tree, you could press one to talk to someone about refinancing, press two to talk to someone about new student loans and so on. That's useful because it also tracks why people are calling in.”

Discover an advanced IVR solution that helps you provide a smoother customer experience and free up your contact centre staff. Try Aircall for free.

FAQs 

What is IVR protocol?

IVR protocol refers to the set of rules and standards that govern how an Interactive Voice Response (IVR) system operates and interacts with callers. This includes the structured flow of menus, prompts, and responses that guide a caller through the system—as well as the technical specifications that enable communication between the IVR system and other software or hardware, such as databases and phone networks.

IVR protocol ensures the system functions smoothly, delivering a consistent and efficient customer experience. By adhering to a well-defined IVR protocol, businesses can improve customer service, reduce call handling times, and ensure that customer requests are managed effectively.

What are the two types of IVR?

IVR systems can be broadly categorised into Inbound IVR and Outbound IVR.

• Inbound IVR is designed to handle incoming phone calls. When a caller contacts a business, the inbound IVR system greets them and provides a menu of options to direct their call to the appropriate department or service. Inbound IVR is commonly used for customer support, account inquiries, and other self-service options.

• Outbound IVR is used to initiate calls to customers. This system is often employed for proactive customer engagement, such as payment notifications or marketing campaigns. Outbound IVR allows businesses to automate customer communication, delivering timely information and reducing the need for manual calls.

Published on September 30, 2024.