Phone technology today is advanced.
Are you using it to your advantage?
There are so many opportunities to better engage customers and provide the best possible experience for your callers.
So, we’ve populated a handy list of Dos and Don’ts of business phone etiquette. Following these rules, your organization will benefit from improved customer interaction, ROI, brand awareness, and overall satisfaction with your company.
What’s an IVR?
IVR stands for Interactive Voice Response, it’s the automated receptionist that tells you to “press 1 for sales, 2 for support or dial the extension of the person you’re trying to reach now.”
1. Add humour where applicable. Why not give your clients a little chuckle and put them in good spirits while they wait to connect to the right department?
2. Give callers an easy way to connect to an operator. Sometimes (or a lot of the time) you just want to speak to a person right away, why not speed the process for them from the get-go?
3. Take advantage of call labels. Call labels let your employees see which department or product the caller is inquiring about. This lets your staff efficiently answer calls and better service your customers.
4. Use verb-based language to engage action. Instead of saying “For billing, Press 1”, why not say “Press 1 to quickly and easily pay your bill.”
5. Track and test. Analyze your client’s phone behaviour, A/B test menu options, and fine-tune your messaging for optimal engagement.
6. Use your IVR as an opportunity to keep your clients in the know. Alert customers of important updates or FAQs. If you are currently experiencing website issues, update your IVR with pertinent information to keep your customers happy and informed.
1. Provide unnecessary phone menu options. There are few things more annoying than listening through 10 directory options to finally speak to a representative. Think short, sweet, and informative.
2. Play boring hold music. Know your client-base and tailor your music choice to your audience. If you’re an online streetwear clothing company, it’s probably not a good idea to play Bach and Mozart.
3. Use industry jargon. If it isn’t common knowledge, don’t use it. A good way to test is to have someone who doesn’t know your business listen to your messaging.
4. Send them on an unnecessary call loop. If your contact centre is closed let them know right away instead of cycling through 10 menu options only to find out they can’t reach you.
5. Direct your callers to voicemail. Your customers are calling because they want to speak to someone, not to an answering machine. There are several options to get around this:
Hunt groups: Create a list of employees to ring for a specific call. The system will ‘hunt’ for the people in that group and go down the list until someone is available to answer/li>
Ring Groups: have calls ring multiple phones in a department at the same time.
Presence across multiple devices: Connect your office extension to a cell phone, soft phone, desk phone and more so you can always be reached.
Ready to take your organization’s IVR to the next level?
iTel’s Hosted PBX and Managed Voice services are so feature-rich you’ll have your IVR doing things you didn’t even know possible. Contact our telecom experts to learn more.