× Globe

We notice that you’re on our UK site, the version that serves your region is the US Eckoh site.

Go to US site. Stay on UK site


The latest thinking from Eckoh

Don't let your IVR be a victim of bad publicity
Tuesday, 05 March 2019

Bad publicity is most definitely something to avoid. But the website GetHuman.com could be easily titled “ExposedIVRs.com.” because it lists more than 8,000 companies in 45 countries.

Dont let IVR be victim 900

GetHuman.com lists, amongst other things, shortcuts and cheats to navigate the IVRs of these companies as quickly as possible. It’s been featured in Time, Consumer Reports, Money, and the Wall Street Journal, and has more than 27,000 likes on FaceBook.

The reason it’s a hit is because there are still real issues with IVRs that really shouldn’t exist today.

But this isn’t a blog that will prattle on about poor IVRs and how to avoid their exposure on GetHuman. It is, however, a blog about how to make sure that you come across as the star player in the IVR space, and so it will dwell on leveraging your IVR to provide excellent, Facebook-posting, Tweet-worthy, Instagramtastic customer service by focusing on one thing: simplicity

Your IVR isn’t a replacement for a human. Any “contact centre expert” who disagrees should be summarily shown the door. Your IVR is the first impression many of your customers will have of your organisation in some cases, it’s the ONLY impression they’ll have. There is a very short list of things it should do;

1) It should quickly allow your customer to do what they’re trying to do (get information, make a payment, activate something, buy something)

2) it should connect them to a friendly human who can help them.

That’s it that’s the full list.

Are there any humans out there?

Muddying the path to a human used to be the default position of many IVRs. In fact, many IVRs made it nigh on impossible to reach a human. This was largely because IVR self-service had been implemented with cost and headcount reduction in mind, and not the customer experience. That was before we understood about brand loyalty, customer power, social media, and the importance of keeping customers happy.

Modern IVR advances

Since then there have been great advances in what IVRs can do. Nowadays it’s about blending the services on offer so that your customers have a choice do it themselves, or ask an agent to do it for them. It’s the simplicity we mentioned earlier, and it really is that simple!

So, if you want voice of the customer ratings that are so good you have to wear sunglasses to read them, then take a look at what you’re actually offering on the front door to your customers. Customer expectations of service and technology continually evolve, so continual improvement requires well continual improvement.

Change is the only constant, and what was good yesterday may fall in popularity almost overnight, so it’s wise to work with an IVR expert who has its finger on the pulse, is a leader in contact centre technology innovation, and has always stayed ahead of the curve on customer engagement.

For deeper insight download out eGuide – Self-Service a win/win for contact centres and customers.

Don’t let your contact centre get bad publicity from GetHuman.com, talk to Eckoh today to see how we can help. Call us on 08000 630 730 or drop us an email at This email address is being protected from spambots. You need JavaScript enabled to view it.

About the Author

Mark Holmes

Mark Holmes

Head of Sales

Mark has over 20 years’ experience in business, commercial and technical roles across many sectors including retail, public sector, telecommunications and outsourcing. His knowledge means that he can quickly get to the crux of any client challenge and address it via a consultative approach. Mark head up Eckoh’s sales team, proactively and reactively addressing viable commercial opportunities and ensuring that the customer is offered, and receives, the very best solution for them.  

View our LinkedIn

Latest Blog Items

  • What if your contact centre was a car?

    Wednesday, 19 February 2020 What if your contact centre was a car?

    Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need and you don't want to change.
  • Contact Centre of the Future Part 4 - Payments

    Tuesday, 18 February 2020 Contact Centre of the Future Part 4 - Payments

    How will customers make purchases via the Contact Centre of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.
  • Challenge #5: Help when purchasers wobble at the checkout

    Tuesday, 11 February 2020 Challenge #5: Help when purchasers wobble at the checkout

    Are your online customers getting cold feet on the final payment screen — and giving up? If so, there's an effective tool you can use to get them over line.

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

In the fourth part of our 'Contact centre of the future' series, Ashley Burton, Head of Product at Eckoh, reveals how customers will make purchases via the Contact Centre in our latest blog. Click the link and find out more.. eckoh.com/resources/blog… #payments
Eckoh (@Eckoh)

Eckoh (@Eckoh)

In the third part of our 'Contact centre of the future' series, Ashley Burton, Head of Product at Eckoh, reveals what you need to know about the Contact Centre Managers of the future in our latest blog. Click the link and find out more.. eckoh.com/resources/blog… #contactcentre

Eckoh (@Eckoh)

Join us today for a joint 20-minute webinar introducing our new Pay by Bank app with @Mastercard. Sign up and find out about the new way for customers to pay without using their card. Thurs 30 Jan 2020 @ 14:00 GMT. Follow the link and sign up insights.eckoh.com/acton/media/63… #PCIDSS

  • icon facebook
  • icon twitter
  • icon linkedin
  • icon youtube