There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also need to acknowledge the evolution of the voice channel.
Since the launch of voice-assisted technology like Alexa, Google Assistant and Siri, people have become more comfortable with voice search. This has also brought in a conversational flow to the questions. For example, from searching “what is the temperature right now?” to asking “temperature now”.
Traditional Interactive Voice Response (IVR)
Interactive Voice Response (IVR) has been one of the most commonly used tools by contact centers to manage their inbound queries. However, a traditional IVR flow is just inconvenient, confusing and basically a hindrance to the customer experience. Moreover, in case of an emergency or some critical matter, if you put the person through the stages of an IVR, it will do no good and will only aggravate the problem. According to NICE, more than 60 per cent of callers will bypass IVR to reach voice.Additionally NICE mentions that it costs less than 50 cents to serve a customer when the interaction is contained to the IVR system; when an agent has to pick up the phone to get the job done, that cost shoots up well over $5. So obviously, it makes sense to have certain self-service options and have a modern IVR which is aligned to customer-centric best practices.