TRY TO USE THE APPROPRIATE TONE OF VOICE
Posted: Wed Jan 22, 2025 10:31 am
The aforementioned Hibou survey showed that 94.3% of consumers value clearly knowing the advantages and disadvantages of a product/service, 91.3% value prompt service, and 73.3% appreciate suggestions that are relevant to what is being requested. Knowing what consumers' requirements are is the first step to creating a smarter and more useful IVR, both for the business and for the consumer, because by offering better service, the company will be creating bonds of loyalty. Hibou's survey showed that 50% of Brazilian consumers believe that becoming loyal to a brand depends mainly on good service. According to the survey, 53.9% of consumers have had two or three bad experiences before giving up on a brand. The same survey also showed that 52% of Brazilians say that employees have a major impact on the shopping experience. URAs come into play when we notice an improvement in customer service, which becomes more targeted and less chaotic, due to the filtering performed by voice robots, improving the experience of the professional, who can now work with more motivation and satisfaction.
URA INDICATORS
URA indicators are metrics used to evaluate the tool's performance. See what these indicators are:
– Average Service Time (AST): this is the average duration of uk whatsapp data calls between customers and operators;
– Demand for human operator: a good IVR reduces the need for an operator to answer the call, reducing company costs and relieving pressure on the call center.;
– First contact resolution rate (FCR): a high FCR rate, in addition to attesting to good customer service performance, guarantees other benefits, such as reduced callback costs and a good brand image.
– Waiting time: reducing waiting time is of the utmost importance to ensure customer satisfaction. A short queue means that other calls are being resolved quickly and that the operation as a whole is working efficiently. Therefore, waiting time is used to define another important performance indicator: the level of service.
– Service Level (SLA): measured by the number of calls answered within a time predetermined by the business.
– Abandonment rate: this is the number of calls that are disconnected due to the delay in service, i.e., it is given by people who give up on being served at that time.
– Agent occupancy rate: this is an important indicator to monitor to measure the productivity of the call center team, because if it is too high, it may mean that self-service is inefficient, requiring a large number of calls to be forwarded to a real operator. In other words, the IVR needs to be redesigned.
TIPS FOR RECORDING AN IVR AND IMPLEMENTING A VOICE ROBOT
If you are convinced about the benefits of implementing a voice robot and recording an IVR, check out these tips and see how to do them in order to achieve the best possible result:
As important as the message being conveyed is the way in which it is conveyed.
Therefore, pay close attention to the tone of voice you use. We recommend that you adopt a friendly and approachable tone of voice, in order to humanize the process and make it more natural for the customer.
REDUCE AVERAGE WAITING TIME
This is why most customers shudder at the thought of calling for customer service: the long wait. Automation processes, such as implementing a voice robot, help reduce this time, since it will pre-select possible alternatives that can meet the customer's needs. In addition, IVRs can also be used to make the customer's waiting time more dynamic. How? You can introduce new services or items in the business, present cases of similar problems that have been solved, present solutions, etc. Implementing any of these options will make the consumer's waiting time much more pleasant and faster.
URA INDICATORS
URA indicators are metrics used to evaluate the tool's performance. See what these indicators are:
– Average Service Time (AST): this is the average duration of uk whatsapp data calls between customers and operators;
– Demand for human operator: a good IVR reduces the need for an operator to answer the call, reducing company costs and relieving pressure on the call center.;
– First contact resolution rate (FCR): a high FCR rate, in addition to attesting to good customer service performance, guarantees other benefits, such as reduced callback costs and a good brand image.
– Waiting time: reducing waiting time is of the utmost importance to ensure customer satisfaction. A short queue means that other calls are being resolved quickly and that the operation as a whole is working efficiently. Therefore, waiting time is used to define another important performance indicator: the level of service.
– Service Level (SLA): measured by the number of calls answered within a time predetermined by the business.
– Abandonment rate: this is the number of calls that are disconnected due to the delay in service, i.e., it is given by people who give up on being served at that time.
– Agent occupancy rate: this is an important indicator to monitor to measure the productivity of the call center team, because if it is too high, it may mean that self-service is inefficient, requiring a large number of calls to be forwarded to a real operator. In other words, the IVR needs to be redesigned.
TIPS FOR RECORDING AN IVR AND IMPLEMENTING A VOICE ROBOT
If you are convinced about the benefits of implementing a voice robot and recording an IVR, check out these tips and see how to do them in order to achieve the best possible result:
As important as the message being conveyed is the way in which it is conveyed.
Therefore, pay close attention to the tone of voice you use. We recommend that you adopt a friendly and approachable tone of voice, in order to humanize the process and make it more natural for the customer.
REDUCE AVERAGE WAITING TIME
This is why most customers shudder at the thought of calling for customer service: the long wait. Automation processes, such as implementing a voice robot, help reduce this time, since it will pre-select possible alternatives that can meet the customer's needs. In addition, IVRs can also be used to make the customer's waiting time more dynamic. How? You can introduce new services or items in the business, present cases of similar problems that have been solved, present solutions, etc. Implementing any of these options will make the consumer's waiting time much more pleasant and faster.