Skip to main content

Importance of an IVR flow in a call center

By C Chaitanya
One of the most overlooked factors in implementing a call center is the IVR flow. Though we have one of the most powerful cloud telephony platforms,KooKoo, which allows you to create any IVR flow, many of our Cloudagent customers choose to just welcome a caller and connect them to an agent.

An agent is the most costly resource in a call center and we should make judicious use of their time. A well designed IVR system does just that.

Callers usually call for some information. If an IVR is intelligent enough to identify and give the information to the caller, the callers will be happy and your agents will be free to handle the more important calls.

We will look at some good design principles for IVR design


  1. Personalize the IVR. Greet the caller by name.
  2. Reduce the depth of the menus. More than 2 is not suggested or your callers can get lost in a menu maze.
  3. Provide enough queues. Play queue position and provide option to caller to get a callback.
  4. Play contextual information instead of the default hold music while waiting in the queue.
  5. Observe patterns of menu usage and move most used menus up.
  6. If more than 80% callers are calling for a particular information,make that the default. Play the details first and take them to the menu later.
  7. Always provide an option for easy navigation to the top and previous menus. 
  8. Provide options for the caller to quit at any time and receive a callback.
  9. Have good defaults for noinput and nomatch for DTMF inputs.
  10. Do AB testing of multiple flows
Check out different solutions on our site Ozonetel and design the proper IVR flow for your customers.
Labels:

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

By C Chaitanya
Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...
Read more

First Post

By C Chaitanya
In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3
Read more

KooKoo Contact Center integration with WhatsApp

By C Chaitanya
WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible....
Read more