155 IVR suggestions

[vodacom3g]

We are currently re-looking at the structure of the IVR used by 155 and would like to get your feedback / suggestions.

IVR's are difficult by nature. One one hand you want to give as much information as possible, on the other hand you want to keep the menu options as short as possible to not waste time. Everyone wants their requirement to be menu 1, etc. So it's difficult to get the perfect balance. Probably impossible.

Maybe run through the IVR and give feedback here on what you believe can make it better.

Mods, can you add a poll here as well, please:

1) I use the 155 IVR and find it well structured.
2) I use the 155 IVR but feel it can be improved as per my suggestions below.
3) I prefer the DTMF option (touch tone).
4) I prefer the Voice Recognition option.
5) I normally get answers before speaking to a consultant.
6) I normally need to speak to a consultant.

 

[Gaz{M}]

I don't use 155, but IVR's in general are infuriating when they ask you to enter your phone number or ID number or something, then when you eventually get to the agent, you have to verbally tell them again!

Always put the emergency options first ("If your phone has been lost or stolen") and always make sure that if I know option 6 is what I want already, I can press it immediately without having to listen to all the options (i.e. keypress are not diabled during the voice prompts)

And very VERY important - play soft, unrepetitive music and DO NOT tell me every 15 seconds that my call is important and you appreciate me holding. No you don't. And it's not my pleasure. Just play the music. But nothing short that loops.

Bonus points for "Your call will be answered in approximately xx minutes".

 

[Iam3G]

I say keep it as is with all the menu options giving suitable information.

But...

Add an option that directly puts you through to a consultant!

What customers find frustrating is pressing 1, then 5, then 3, then 7, then 3, then 5, then 1, then 1 and then eventually it tells you 'Press 0 to talk to a consultant'.

Most people actually listen to the voice prompts before continuing. Which is time consuming and frustrating to them. And 10 seconds is the threshold to frustration.

 

[kingrob]

I say keep it as is with all the menu options giving suitable information.

But...

Add an option that directly puts you through to a consultant!

What customers find frustrating is pressing 1, then 5, then 3, then 7, then 3, then 5, then 1, then 1 and then eventually it tells you 'Press 0 to talk to a consultant'.

Most people actually listen to the voice prompts before continuing. Which is time consuming and frustrating to them. And 10 seconds is the threshold to frustration.

Ditto

 

[vodacom3g]

I say keep it as is with all the menu options giving suitable information.

But...

Add an option that directly puts you through to a consultant!

What customers find frustrating is pressing 1, then 5, then 3, then 7, then 3, then 5, then 1, then 1 and then eventually it tells you 'Press 0 to talk to a consultant'.

Most people actually listen to the voice prompts before continuing. Which is time consuming and frustrating to them. And 10 seconds is the threshold to frustration.

Different consultants are trained for different functions and have different tools available to help them. So routing is important to make sure you get to the right person first time.

I've not heard 'Press 0 to talk to a consultant". On which menu did you get this?

 

[Iam3G]

I've not heard 'Press 0 to talk to a consultant". On which menu did you get this?

You hear this after going through and listen to a certain route you went with the IVR.

For example:

Press 1 for help with connecting to the internet
User presses 1
Press 1 for connecting with your cellphone
Press 2 for connecting with your 3G USB Modem
User presses 2
Information is given regarding how to connect using the 3G Modem

At the end of the voice prompt it tells you, Press 0 to talk to a consultant.

I remember still with the previous IVR when i needed help with 3G Modems the options were '3' for 3G Data Card, then '1' for technical help, then '0' to go directly to the consultant.

What i did was call 082155, press 3, press 1, then press 0 to go directly to the consultant skipping all voice prompt.

Different consultants are trained for different functions and have different tools available to help them. So routing is important to make sure you get to the right person first time.

This i totally understand. But for example calling Advanced Data Solutions, you get through immediately, and you get assistance efficiently. Thats what the customer wants.

I personally prefer calling Advanced Data Solutions over 155 because I've gotten sorted swiftly and efficiently every time i needed to call, and not going through a multitude of options and voice prompts just to get to a consultant, who then forwards you to another consultant, who then forwards you to consultant at which point you sit with for 2 to 3 hours(yes actual customer complaints) just to get nothing solved.

 

[vodacom3g]

You hear this after going through and listen to a certain route you went with the IVR.

For example:

Press 1 for help with connecting to the internet
User presses 1
Press 1 for connecting with your cellphone
Press 2 for connecting with your 3G USB Modem
User presses 2
Information is given regarding how to connect using the 3G Modem

At the end of the voice prompt it tells you, Press 0 to talk to a consultant.

I remember still with the previous IVR when i needed help with 3G Modems the options were '3' for 3G Data Card, then '1' for technical help, then '0' to go directly to the consultant.

What i did was call 082155, press 3, press 1, then press 0 to go directly to the consultant skipping all voice prompt.



This i totally understand. But for example calling Advanced Data Solutions, you get through immediately, and you get assistance efficiently. Thats what the customer wants.

I personally prefer calling Advanced Data Solutions over 155 because I've gotten sorted swiftly and efficiently every time i needed to call, and not going through a multitude of options and voice prompts just to get to a consultant, who then forwards you to another consultant, who then forwards you to consultant at which point you sit with for 2 to 3 hours(yes actual customer complaints) just to get nothing solved.

How do subs get directly to ADS?

 

[Iam3G]

How do subs get directly to ADS?

I call ADS.

I get voice prompt 'Welcome to Vodacom's Advanced Data Solutions Contact Centre'.

Phone rings.

Consultant answers.

Consultant helps.

Problem solved.

You never knew this?

 

[Iam3G]

Different consultants are trained for different functions and have different tools available to help them. So routing is important to make sure you get to the right person first time.

Here's a suggestion.

How about splitting 155 into 2.

Press 1 for Information. This is where the IVR structure stays the same as it is now.

Press 2 for Technical Help. This is where it puts you directly through a consultant who can help you troubleshooting.

Or even, when 082155 is dialed and the introduction is given, prompt the customer if they want 'Information on 3G and Data related Products' or 'Technical Assistance'.

 

[kingrob]

I call ADS.

I get voice prompt 'Welcome to Vodacom's Advanced Data Solutions Contact Centre'.

Phone rings.

Consultant answers.

Consultant helps.

Problem solved.

You never knew this?

Yes, Iam3G is right. You get very professional and efficient service from ADS...BUT...the 'normal' call centre is a mess.

 

[vodacom3g]

I call ADS.

I get voice prompt 'Welcome to Vodacom's Advanced Data Solutions Contact Centre'.

Phone rings.

Consultant answers.

Consultant helps.

Problem solved.

You never knew this?

No, I did not know this.

Are you saying that you can call ADS as an end-user? Or are you calling them from the Vodashop as an internal call?

 

[Iam3G]

No, I did not know this.

Are you saying that you can call ADS as an end-user? Or are you calling them from the Vodashop as an internal call?

Basically as an end-user. I use my prepaid Vodacom SIM(Free Call) to do this when i need to.

So if a customer has this number(some of them do) they can call and get help. There were times when i was on the phone with ADS and we couldn't solve the problem at that point in time because of some system error and the consultant informed me that i could call them back later, the customer could call back later or they could call me or the customer back.

I've even had ADS call me at times to ask for assistance as a customer called in and was in dire need of help.

 

[jasweb]

155 says network down, then it does not say network down (but still down)

Ok.. 3G died (GRPS as well)

Phoned 155 (first greeted with share message - great - I phone technical support and gets sold shares...)

Anyways

Press 2: Vodacom are experiencing problems. Cool... get it

Wait 40 mins: Phone 155 again (same share message )

No now message about services being down. So must be only me.. Press 2,1,2 etc... gets to support.

Sorry, we are experiencing problems (but no feedback yet from Advanced Network support).

Why then remove the network problems message from beginning of call?

OK: My SUGGESTION

Phone 155: Get message: Vodacom is experiencing problems with 3G/GPRS in the following areas (sure you know where the problems are) and we are attending to it.

THEN do the whole "selling shares", IVR vs Touch tone things...

 

[jasweb]

Must say... Consultant on 155 did pick up pretty quickly (less than 10 seconds after me taking 2 minutes to press, 2, 1, 2, etc.) just to tell me network is still down.... and they don't know anything....

 

[Glipsie]

Here's a suggestion.

How about splitting 155 into 2.

Press 1 for Information. This is where the IVR structure stays the same as it is now.

Press 2 for Technical Help. This is where it puts you directly through a consultant who can help you troubleshooting.

Or even, when 082155 is dialed and the introduction is given, prompt the customer if they want 'Information on 3G and Data related Products' or 'Technical Assistance'.

Seconded. I prefer talking to human beings . I wouldn't mind being sent to an operator who asks a few questions and then routes the call (doing the job of the IVR). Theres just too many options to listen to these days!

 

[ginggs]

Add an option that directly puts you through to a consultant!

+1

Called 155 last night for the first time in ages, I noticed the music is still Toto's Africa, if you like Toto so much at least play the whole album, better than hearing the same song over and over.

Wanted to load a data bundle but ended up in a dead end of the IVR, none of the options were suitable and didn't get a choice to for an operator.
Ended up calling again and just choosing iPhone for everything, eventually got an operator who didn't know anything about iPhones.
He did find out the answers and was able to help though.

Why are all of the poll options mutually exclusive?