How Custom Built IVR Phone Applications Have Become so Simple

For all call centres, there is a pressure to maintain their call answering services at a high standard. In the past, the task of suitably dealing with this pressure could get quite difficult. However, the advent of more advanced and more user friendly software means call centres can now build IVR phone applications specific to their own service needs, thereby relieving much of the pressure they are under.

When it comes to any type of speech recognition system, there is a level of technology involved that only experts in the field can fully comprehend. But over the years, and especially with the development of computer technology, software developers have made it possible for ordinary staff to be quickly trained to competently manage the system. Part of the reason for the rapid improvement in such software is that developers are now drawing from the expertise of other sources to create an overall package. It means that each element of a particular software has been expertly addressed, from call flow efficiency to quality of voice services.

A user friendly IVR phone system is typically presented in a very clear, non intimidating form. The marriage of call centre technology with computer technology has made this possible, producing a visual interface that can be used with the simple click and drag technique. Essentially, this makes the whole process of building a unique application almost as easy as reorganising a desk top.

The first step to such a project, however, is to carefully plan what is to be included, the stages that are involved and the necessary dialogue that needs to be recorded. As any manager will testify, jumping straight into the project without the benefit of properly planning would almost certainly guarantee disaster. So, while taking the time to carefully consider all of the elements involved may not be a technological issue, it is nonetheless an important starting point.

Advanced software usually provides a facility that allows a certain amount of testing to take place. This means that the system can be constructed and experienced in a simulated scenario first, so that necessary changes and improvements can be made before the system is introduced. It is an important advantage over older systems, which were often restrictive in their capabilities. The recorded messages prompting callers towards a course of action is perhaps the most essential aspect. After all, callers interact with the voice that greets them, so will judge the quality of service on what they hear. Therefore, getting the tone of speech, the clarity of instruction, the length of each prompt and the quality of the recording all right, is vital.

While the first three of these aspects are down to the nominated writer and nominated speaker, the quality of the recording is down to the software being used. A fully equipped sound studio is not required, with the leading IVR software including a recording suite that is perfectly capable of recording to the desired level of quality.

The next step is to create destinations for incoming calls. This is basically a matter of arranging the call flow, and creating groups, individual queues and categories and other folders that allow calls to be directed to the right destination. Once this customised application is tested in a simulated scenario, and meets the satisfaction of those involved, then it can finally be released.

Of course, the critical factor in all of this is that the quality IVR software is installed in the first place. Without a software system that meets the basic needs of a call centre, regardless of its size, the IVR service will not be up to scratch. While one can always opt for an employee instead of availing of costly professional voice services, it is essential that no corners be cut in choosing the software.

When call centres decide to build their own IVR phone applications, they know that they also have the power to change individual messages whenever the need arises.

But while a modern speech recognition system offers so much more in terms of convenience and ease of use, the basic principal of providing quality caller experience has not. It remains simple a matter of providing better tools for a more satisfactory service.