What is IVR Containment?
If you consider upgrading your current IVR system, you might be wondering what is ‘IVR containment’ is. This article will discuss some of the common challenges faced by IVR users. The first step in improving the containment rate is establishing a good first impression. Next, you should monitor ‘complete flows’ to ensure task completion. Lastly, it would help if you were transparent about call wait times. This article will give you some valuable ideas to troubleshoot low containment rates.
For further information and pricing on phone systems, click here.
UK VoIP Providers |
Company |
Price |
Free Trial |
Customer Rating |
Who is it Best For |
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£19 per user, per month |
✓ |
4.7 |
Small businesses with big growth plans
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£9 per user, per month |
✓ |
4.6 |
Small businesses looking for a cheap and easy solution
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£12 per user, per month (billed annually)
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✓ |
4.4 |
Telesales teams and small businesses with high turnover
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£6 per user, per month |
✓ |
4.4 |
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£10 per user, per month |
✓ |
4.3 |
Companies that need to communicate remotely
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£7.99 per user, per month (billed annually)
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✓ |
4 |
Small businesses with varied departments
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£14.99 per user, per month
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X |
3.9 |
Small companies that are based online
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IVR Containment: Navigation Roadblocks
IVR navigation roadblocks are the common problems associated with call centre IVRs. Ultimately, these systems should enhance the customer experience by ensuring a smooth path to resolution and assigning calls to the correct department or agent. For example, according to a study by American Express, 67 per cent of customers will hang up if they cannot reach a live representative. However, 68 per cent of customers credit a good CX to the knowledge and experience of the agent.
Moreover, you can use your IVR data to identify areas of your organisation that need improvement. For example, you can update the FAQ page for a product or service reported as a common problem. Your customers will not have to waste time dialling the wrong phone number. Likewise, you can improve customer experience by testing your IVR phone system to see if your customers get exemplary service.
IVR Containment: Establishing a Positive First Impression
Establishing a positive first impression when using IVR containment is not merely a technical issue. Customers want to feel like they are interacting with real people and that you will provide them with an excellent first impression. You can improve your containment rates by acknowledging changing customer behaviour by avoiding “cookie-cutter” IVR solutions. You should ensure that your IVR system contains the most popular queries to create a positive first impression.
- It also helps you tailor the menu to reflect your customer’s queries. If your IVR menu is confusing, callers may bounce between menu options before asking for an agent.
- Therefore, it is essential to test your IVR menu to ensure user-friendly options.
- Similarly, it is essential to ask your non-insiders for feedback. An IVR should have high containment rates because a high rate of calls is handled without the assistance of a live agent.
- A high containment rate will save agents’ time, reduce overhead and improve customer satisfaction.
- A low containment rate means that the IVR system is illconfigured or cannot handle everyday transactions.
- It can be an excellent way to evaluate the effectiveness of the IVR, but it should never be used as a determining factor.
- An IVR is the first point of contact for a new consumer.
- Therefore, it is crucial to create a positive first impression.
- Consistency is the best practice. Your IVR should transmit relevant information.
- They should not make your customers wait for long menus to reach their desired destination.
- It is also crucial to ensure that the IVR contains accurate wait times and queue updates.
Monitoring ‘complete flows’ to ensure task completion Monitoring ‘complete flows’ to ensure task completeness in IVR containment requires measuring several metrics related to how long it takes for customers to finish an interaction. To do this, it’s necessary to identify the tasks that should be completed during a call. For example, if a customer is trying to log in to a system, entering their username and password is considered a task. If the customer becomes frustrated, the interaction will likely end before the task is completed.
IVR Containment: Rates
It measures the percentage of users who start and complete an interaction within the IVR. A high containment rate indicates an effective IVR and reduces overhead while increasing customer satisfaction. Low containment rates signify that your IVR system needs refinement or has a low capacity to handle everyday transactions. However, this metric should not be used as the sole criterion to judge the effectiveness of your IVR system.
One of the essential metrics for successful IVR containment is TCR. TCRs will decrease depending on how well an IVR system handles the customer’s interaction. Predictive behavioural routing will prevent callers from bypassing the IVR menu and completing their customer process. This will improve overall task completion rates. The more complete the ‘complete flows’ are, the better. Customer journeys are complex and varied.
Customers’ behaviour and requirements change over time. To maximise the effectiveness of your IVR, understand what types of customer journeys your IVR will support and tailor its design accordingly. For example, a customer who is usually active on digital channels may call a helpline to seek help with an issue. In contrast, a rarely active customer on these channels will likely prefer to talk to a live human.
IVR Containment: Importance of Transparency
Many customers feel powerless if they’re unsure how long they’ll have to wait when calling a company. Transparency is essential for two reasons. It attracts new customers and ensures loyalty by providing better service. But what if your customers don’t know when they’ll get through to speak to a human? Here’s how to keep them informed without sacrificing quality service. Transparency increases efficiency.
When customers see behind-the-scenes work, they better perceive the company. They’re more likely to be satisfied and loyal. Transparency also helps foster trust. Providing clients with unbiased information builds trust between companies and their clients. This also fosters good company-client relations and promotes customer retention. This makes good business sense. To increase customer loyalty, consider implementing a customer feedback system.
IVR Containment: Importance of Customer-journey Analytics
Customer-journey analytics is becoming increasingly important for digital leaders under increasing pressure to boost customer satisfaction and reduce costs. These tools allow companies to gather and analyse cross-channel data to make changes that impact customer behaviour. Customer-journey analytics can help companies determine pain points and prioritise initiatives to address them.
Ultimately, journey analytics can help companies improve customer experience, resulting in improved customer retention and revenue. The initial phase of the customer journey is known as the onboarding stage. The data available during this time helps marketers identify which messaging most appeals to potential customers and which products are most likely to pique their interest.
With this information, marketers can then develop customer-centric advertisements and push them out to specific market segments.
In contrast, the checkout stage is more challenging to analyse because of the payment option or technical difficulties. It’s crucial to understand the journey from initial interaction to final purchase in customer journey analytics. By identifying customer behaviour, companies can better understand what customers want and why.
With the help of customer-journey analytics, organisations can create customised content, improve their marketing efforts, and even develop better products and services. You can even use this information to identify your best customers. There’s no reason not to invest in this critical process. By analysing the overall experience, companies can create emotionally-connected experiences for their customers.
IVR Containment – To Conclude
By creating an experience that makes customers feel valued, comfortable, and secure, these emotional connections increase value and reduce risk. Improving customer experience is no longer a luxury – it’s a necessity. Customer journey analytics can help companies determine how to increase conversion rates and reduce churn. This type of data is vital in ensuring that every customer has a satisfying and positive experience with your business.
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