Download our
Little book of IVR

 
 

Good call. 

IVR is big. We can make it clever. 

IVR is high-tech processing powerhouse, but the results you get rely on some very small parts. It's as simple as this: Your IVR is as good as its prompts, and we can make your prompts work harder.

Better prompts will change everything.

  • More callers will stay on the calls,

  • More customer will understand your instructions and complete your requests,

  • Calls will create good feelings about your business, and

  • Customers may grow to welcome automated help.

Judging success one call at a time.

If we ignore the tech, for a moment. What really matters is how each customer responds to the voice prompts they hear. And until it works for every customer, every time, there's still room for improvement. And it's worth chasing, because every percentage-point of uplift creates huge returns across the platform.

In voice prompts, three things count.  

  1. The right words,

  2. The right tone and inflection,

  3. The right feeling, that customers get from the call.

That last one is the clincher, because that's the one that lingers. It's the inimitable something works so well in real life – that draws us to people and their ideas. Charismatic leaders have it. Mostly IVRs don't. It's what we call, the power to influence.    

We know a bit about influence.

We've spent more than two decades helping leaders make their mark. And whether someone's in business or politics, or anywhere, if you want to engage, influence or inspire, you have to connect. You have to:

  • Hook and hold someone's attention,

  • Unfold your ideas carefully, so they can follow,

  • Bring everything alive, so they're drawn-in to the information,

  • Influence them to take a decision, 

  • And give a them chance a moment to act.

Bring all of this to your IVR, in five stages.

  1. First, we audit your Apps - to identify where we can make things clearer, change the tone, or redirect the flow.

  2. We also rewrite the scripts so that everything is absolutely clear, has the right emphasis, and moves the customer into action. 

  3. Then we record the voice actors (one you already use, or one we recommend) making certain that every line has the perfect tone and inflection – and creates the best possible customer experience. 

  4. Last, we edit and convert the prompts, so they're ready to load directly into your IVR.

  5. We measure from day one, and work with you to introduce the improvements across the platform, into other Applications.