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Score your IVR

This blog was generated from CDN blog

Created by: James Shepard on 11-06-2008 05:34:37 PM
Mark Gibbs over at Network World has put together a spiffy little scoring system for customer service systems (including many criteria for IVR systems). How would callers score your IVR using Mark's guidelines? Place a call and find out, you may be surprised.

Even if you are still in the development stages, it's worth a read; many of his observations are a quick-n-dirty VUI design lesson. However, I don't necessarily agree with all of his criteria, such as "Subtract one point if there is music on hold" and "Add one point if a human answers". Different callers will value these things in different ways, and an IVR that your customers enjoy using may be more welcome than a live agent.

Here are some highlights:

Subtract three points if the person or IVR tells you that you have to call another number for the service you want. Subtract 1,000 points if the other number is wrong, busy or discontinued.
...subtract three points if you have to listen to a long menu of choices and the IVR won't let you enter your selection until it finishes. Subtract 10 points if the choice you're looking for and what you are offered are completely different.
Subtract 10 points if the first person you speak to does not have [your call] details, and if you get transferred, subtract 10 points for each subsequent person without your details.
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