Category Archive

IVR, also known as an auto attendant, phone tree, or call menu, exists to save time and frustration for you and your callers by directing them to the right person or department. With an automated call menu, you won’t have to waste time fielding every call and sending it to the appropriate department because your IVR system does that for you. History of IVR Technology IVR, or Interactive Voice Response started as a primitive version of the widely-used self-service technology that is used in phone systems all over the world. When the first Auto Attendants came into use, functionality was limited, and they allowed for very little interaction. IVR has come a long way in its development, even adding Automated Speech Recognition (ASR) to give callers who use the system a more natural experience while retaining the efficiency of original IVR. Using Talkroute to Add IVR Any small business owner …

  1. Keep Your Caller Informed First and foremost, your caller will be much more comfortable on hold when they know exactly what to expect. As soon as the call connects, customers should be greeted with a clear, appropriate, and friendly voice, reassuring them that you are taking their call seriously. If possible, it’s also a plus to give them an estimated or average wait time until someone is going to pick up. Even if the waiting time you provide is off, it’s still way better than sitting there with phone in hand and no end in sight.   2. Use Quality Voiceovers for Your Hold Menus Concerning the voice a customer hears when they call your business, putting some extra effort into your voice recordings can go a long way to improve the caller’s experience. Ever seen Wargames? That movie from the 80s where Matthew Broderick’s computer talks back …