Hurrah!!!
Finally some research that shows what we already knew - that customers are very unhappy with IVR systems (where you press 1 for this, 2 for that, 3 for something else, and there's never an option for what you want!)…. (http://www.callcentrehelper.com/time-to-get-rid-of-your-ivr-2854.htm)
When this technology first came along, call centre managers argued that it was just resistance to change - customers would eventually adapt, and accept IVR when they got used to the technology. Unfortunately, customers still find IVRs frustrating, confusing and downright annoying – and as this research shows, they’re not adding much value for the organisations that have implemented them either…
Maybe it’s time call centre managers wised up and focused on what really matters to the customers they exist to look after instead of trying to deflect their calls or prevent them from speaking to a member of staff in order to save a bit of money.
If they actually looked at the world in their customers eyes, designed their processes against the demands their customers place on them, and trusted and empowered their staff to take the time to do things right first time, then they’d find they could really minimise the costs of transactions with customers, whilst giving customers what they want.
