"Press 1 for this....." or "For this, press 1...."

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Permalink Reply by Dean Marks on June 17, 2009 at 6:51pm

It's a very good question. Outside of my VO work, I manage a large multi-site corporate phone network having a fair amount of integrated technologies used by a lot of different client types. From experience, I can tell you that the question is best answered by gauging your client's need. In my network, both are used, but the trend seems to be toward offering information first, then a required action next. By example, your "To do this, press 1, to do that - press 2, ...." scenario seems to be more widely used. If the client has no preference, I use the info/action scenario. If the script is to be used in a utility-type application the caller uses frequently and is accustomed to hearing, then your "Press 1...." is a better fit. The IVR doesn't care as its internal sound/audio cards are conditioned to react to the caller-keyed DTMF input either way, and the script takes the caller to the next operational step, or completes the call to the selected endpoint. Best of luck... I hope this helps a bit!

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Permalink Reply by Alex Patsko on June 18, 2009 at 4:27am

hi Dean,

Great thanks, it does help - good to have the opinion of the experienced professional.

It looks like we have 2 cases in our service: The information service & the utility-type menu ("service menu") where set of options will be all the same. For the second one we use Action/info schema, while for the first one - Info/Action.

Thanks again for your reply - it definitely helps!

Best,
Alex

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Permalink Reply by steve hammill on June 22, 2009 at 6:56pm

I've been thinking about this too because I hate IVR phone systems and hope to get a few of these clients.

Why not: sales 1, support 2, billing 3...and so on? Good lord, these systems have been in play a long time...we're all trained and know to press the button. Correct?

Phone systems don't give me warm fuzzies; I'm doing business. Once I reach my destination in the phone tree, you can entertain and inform me while I'm on hold, but until then...cut to the chase alright already!

I'll concede the "touch or say" systems for now. ...and, of course, until someone asks me to design a phone tree...I'll read the script I'm given. :)

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Permalink Reply by Dean Marks on December 23, 2009 at 7:46pm

Hi Steve -- Improperly designed, corporate use of an IVR can be a nightmare for anyone trying to get information simply, quickly, and easily (or so they thought).

For the sake of increasing the quality of the caller's experience with the business, not to mention making the "right" corporate impression, automated call systems need to be throttled back a bit.

My business employs a mix of IVR systems to help callers get routed to the most skilled 'live' person (wetware!) available to handle a caller's need.

In my case, the IVRs are remotely located and managed some 1200 miles away. A good volume of calls (but not all) are initially handled by these systems prior to being re-directed to one of three call centers here on the East Coast. To get to the 'right' person, the caller dials a toll-free 800 number getting them to the remote IVR, then they take action on voiced script options, just like any other IVR.... basic stuff. Once an option is selected within the IVR script, the fun begins.... a scenario we're familiar with.

Providing a huge compliment to the IVR technology, I have three 'live' telephone operators working for me that I and the corporation consider invaluable in providing a tremendous compliment to that oh so important first impression received by folks calling directly into us. They also serve our fairly large internal employee base by providing a more personalized 'directory assistance' service, and many other in-house phone requirements.

I can't tell you the countless number of times we've heard expressions of gratitude from callers who are astounded that a 'live' body answered the phone on their first call to the company.

My feeling is this: folks have become a bit too immersed in the technical. While well-managed IVRs are useful to help channel callers swiftly to the proper party, nothing... and I mean nothing.... beats the impact of talking to a human being. One can always switch on an IVR after-hours, or when an operator is unavailable or can't make it in due to sickness, weather, etc.

But to handle 100% of all calls? Nah, that's just nuts. I hang up on the things myself, and I'm in the phone business! It may not be so nutty for smaller businesses who can't normally afford to pay an operator's salary, benies, meds, and the like. With this business profile, there's not much choice.

By no means am I an advocate of getting rid of IVRs, voicemail, etc.,etc.

The technology is very useful in high volume call environments, not to mention great outlets for our VO talent!

Thanks for responding! Sorry I'm so late getting back!

Have a great Christmas/New Years!

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