Disadvantages of Interactive Voice Response
- Long hold periods: On many IVR systems, long wait times continue to be an issue despite technological advancements. Callers can continue with their day’s activities until a customer service agent is able to address their request, which helps reduce annoyance when callback functionality is available.
- Impersonal communication: Customers may already be extremely irritated with a product or service issue before they contact a support line.
- Complicated IVR menu options: Callers may become irritated with an excessively complex automated message system, even if IVR technology might increase contact center efficiency. Extended pre-recorded messages might potentially cause callers to wait excessively to select their preferred option, thereby decreasing customer satisfaction.
- Absence of Empathy: When consumers are unhappy or having issues, IVRs are unable to show compassion or understanding. Consumer dissatisfaction may increase as a result of this emotional gap.
What is Interactive Voice Response?
Interactive voice response, An automated telephone system uses text-to-speech or pre-recorded messages in conjunction with a dual-tone multi-frequency (DTMF) interface to engage callers and enable them to access and supply information without the assistance of a live person. In this article, we will going to discuss types of Interactive Voice Responses, the advantages and disadvantages of Interactive Voice Responses, and more.