To achieve success the first time out with your IVR solution, heed
these pieces of advice.
1.Don't
skimp on the platform. Choose industrial-grade PC platforms that are robust
enough for network servers. Anything less can result in crashes, premature
failures, or worse. Before you shop, do your homework because IVR systems have a
wide range of platform needs. For example, a 4-line IVR system can get by with a
486-based platform, while a 24-line system requires a Pentium.
2. Be aware of PBX integration
requirements. You cannot just hook up an IVR behind a PBX and expect it to
properly transfer calls. In many cases, IVRs must be trained to the target PBX
environment.
3. Provide paths to a live company
representative. Be sure rotary phone callers are quickly connected to a live
person. Avoid trapping callers in "IVR jail" without opportunities to
get to a representative quickly.
4. Do load testing. Before
placing your system online, generate call traffic on multiple lines and verify
correct operation. Make sure that other server modules in the same box are not
negatively affecting performance.
5. Don't
record the prompts yourself. If you build your IVR, don't record your own
speech prompts. Use a company that offers this service--your IVR will sound much
more professional.
6. Analyze call logs weekly.
Be prepared to modify the call flow of your IVR as you discover which menus
callers are frequently and infrequently using. Be on the lookout for early
hang-ups because they indicate caller frustration.
7. Be ready to scale up quickly.
Your IVR needs to be scalable and allow quick upgrading to handle more
lines. Be prepared for a flood of calls that exceed your best estimates.