On-Demand Webinar: Self Service Strategies to Maximize Inbound Call Traffic

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June 9, 2020
By: LiveVox
Topics: Webinar

On-Demand Webinar: Self Service Strategies to Maximize Inbound Call Traffic

Full Transcript

Lindsay (00:00):

Good morning, everyone. This is Lindsay with LiveVox. Thank you for joining today’s webinar, Self-Service Strategies to Maximize Inbound Call Traffic. We are about two minutes until the top of the hour. So we’re going to give some folks a couple of minutes to join, but thank you all for joining early. We’ll get started soon.

Lindsay (02:54):

Hello everyone. This is Lindsay with LiveVox again. Thank you for joining today’s webinar, Self-Service Strategies to Maximize Inbound Call Traffic. It looks like we have a few folks that are still connecting their audio. So we’re going to give it another two minutes for people to join in, but in the meantime, I want to do a quick soundcheck with our speakers. Jason Queener, are you out there?

Jason Queener (03:16):

Hey, good afternoon, Lindsay.

Lindsay (03:17):

Good afternoon. Paul McGee?

Paul McGee (03:20):

Yes, ma’am.

Lindsay (03:21):

Awesome. All right, thank you all again for joining. We’re going to give it 60 more seconds and then we’ll kick it off. Thank you again for your time today.

Lindsay (04:24):

All right, this is Lindsay again with LiveVox. Thank you for joining our webinar. A few housekeeping notes before we begin. This session is being recorded, so we will be sending it out to everyone that registered along with the presentation for you guys to share with your colleagues.

Lindsay (04:41):

Also, we do have a question box within the GoTo webinar handle. Please go ahead and ask any questions you would like, and we will have our panelists answer them at the end. And with that, I am going to kick it over to you, Jason, to begin.

Jason Queener (04:58):

Hey, thanks, Lindsay. So welcome everybody. Hopefully, this finds you well and healthy today. For those of you that don’t know me, my name is Jason Queener. I lead our business consulting team. And on the off chance you don’t know Paul McGee, Paul McGee is joining me today. He’s the general manager of our contact center from our product solutions department.

Jason Queener (05:21):

So let’s hop right into it. So we’ve shown this slide a few times and use it as our starting point for most of our conversations. But this is just a recap of where we are, right? COVID-19 has been with us for now for, gosh, three months, feels like three years, but I think most of us are starting to see it’s starting to wrap to some sort of a conclusion.

Jason Queener (05:47):

But I think we also know that operating remote agent workforces is becoming a necessity. And it’s now transitioning into a solution that we know works and a solution we know we can maintain and most companies will maintain on some level going forward. So we’ve been trying to meet your customer expectations and deliver business outcomes that were at the standard that you had set before this all took place.

Jason Queener (06:14):

The problem with that is you’ve been asked to do more with less, most, if not everyone on this call, has made some sort of an adjustment to their staffing. And with that in mind, we understand that you have concerns and we’re always, as always, here to help. So let’s talk about what that looks like today. If we can hop to the next slide.

Jason Queener (06:31):

Again, most of you have probably seen these, but every organization we’ve talked to is dealing with the same challenges, right? They’re having a problem managing their inbound volumes. Longer hold times obviously result in unhappy customers and abandoned calls. So let’s hop to the next slide here, and we’ll talk about why the inbound volumes have been such a challenge.

Jason Queener (06:54):

First and foremost, it is just about everyone who has reduced staff for one of a few reasons, right? One, it was just a sound business and economical decision to do so, unfortunately, because of the challenges we are facing in the current environment. Or you may have had technical issues with transitioning your agents to work from home environment. Or maybe you had customers that you service, or clients that you service, it just simply would not allow it. So we hope to the next slide, you’ll see what that resulted in for your customers.

Jason Queener (07:25):

The good news is more customers were answering the phone on the outbound side and a higher percentage of customers were reaching out to you proactively, or as a result of your outreach. The downside of that and the bad news for that is that your average handle times are going up, in most cases about 50%. So those average handle times are, again, increased, resulting in higher customer hold times. And it’s limiting the amount of outbound outreach you can do on the backside because you’re maximizing your time on these inbound calls.

Jason Queener (07:56):

So let’s hop to the next slide here because there is good news, right? There is a way out of this, and this is an exercise we did with American First Finance. They’re an online lender out of Texas. And they were really, really struggling with their inbound traffic. And they peak, like a lot of you do, in February. Tax season. For AFF, they also have a lot of credit card applications that happen in conjunction with tax season.

Jason Queener (08:26):

So they were forced with the challenge of, “Okay, how do we serve these customers? How do we give them the level of satisfaction they expect, and how do I do it without hiring a bunch of people?” So by making some modifications to their IVR, the outcome was that they handled 30% more voice traffic than they did in 2019 without adding any headcount.

Jason Queener (08:47):

And if you see on the left there, that that resulted in $430,000 in payments processed in February alone, just through their IVR. So some of you out there that could be in the third party space, quite honestly, that’s $430,000 you’re not paying an agent commission on. But anyway, just a nice benefit there.

Jason Queener (09:06):

So I’m going to pass this to Paul, and Paul’s going to go through some of the things he’s seeing on our platform and some of the solutions that are out there and what we can do to assist you on that. Paul?

Paul McGee (09:17):

Hey, thank you, Jason. So we’re going to talk first, and there’s about five or six of these little tips that we’re going to give you and are absolutely here to help you out. And I want to make sure you guys understand that because that’s what we’re here for primarily, is to make sure that you’re up to date, and then we’re here to help you.

Paul McGee (09:32):

So using your IVR to quickly identify consumers and improve call routing workflows. So if we go to the next slide. So we can help you identify and authenticate consumers with data. So you guys are calling in and we want to know who’s calling and we want to get that to the right agent. If we get it to the right agent, we solve it faster. So we can route things based on CSAT score, agent skill, or quality management scores.

Paul McGee (10:03):

An example that I like to use is if somebody has paid in full, you want to make sure that they’re routing to customer service, if they’re up to date. If they’re calling in with a balance that’s due, you want to get that right to your collections department. If you’re running a collection agency and the person has a $25 balance on his account, you don’t want this to go to your best collector. You need it to go to somebody that can handle a $25 balance.

Paul McGee (10:28):

So by making sure that people are going to the right person for the right talk call, you’re going to speed up your process and ensure that you’re not wasting somebody’s time handling a harder account or transferring a call to another department because you didn’t make a decision on the way in. You’re letting it come in and hit a group and that group is deciding what to do. And now, people are backing up as they’re deciding to do it. And then, they’re going to do a warm or cold transfer and go into another hold queue.

Paul McGee (10:55):

You can make decisions on the data that’s inside Contact Manager. So again, they don’t have a balance due, we want to make sure that they go right to customer service. If they do have a balance due then we want to make sure they go right to collections.

Jason Queener (11:08):

Paul, those are-

Paul McGee (11:08):

Those are-

Jason Queener (11:10):

Sorry, Paul, that great point because I think we see across our platform that one of the most frustrating things for a customer, and this is even in our personal lives, is getting transferred and having to start over that conversation. So I think if you can eliminate that with this intelligent routing and getting that customer to the right group out of the gate, you’re just in a way better spot to deliver that customer experience that you’re looking for.

Paul McGee (11:31):

Absolutely. And again, it works within groups inside your world. Again, we did customer service and collections. If you’re, again, a collection shop and you have a Capital One group and a Chase group, you want to make sure that those are identified and they don’t go to the wrong group. So again, make sure they go to the right place, not tying up two people just handle one phone call. All of those things will help you ensure that your queue gets emptied faster and that your customers are having a better experience. Next slide. I’m sorry.

Paul McGee (12:05):

So last agent routing. This is really important. If you’ve already spoken with somebody and have a good rapport with them, first of all, they know why you called. They may remember you if it was recent and they’re already up to date on what’s going on with your account. So instead of your customer having to start over with their problem or with their concern, or where they left off in the negotiations with you, they can go right into the same conversation they were having with this person previously.

Paul McGee (12:33):

So this is standard functionality. The call comes in, we look to who talked to the person last, we route it to that person. We can make choices if they’re not available for a certain period of time, or if they’re not available at all. What we do with the call, we route it to the same group. We make smart decisions based on data. So again, we’re using the data that you can give us to make sure that your calls go to the right person every time.

Jason Queener (12:57):

Again, Paul, thinking about my own experiences calling into, whoever, a Comcast or Verizon or any of the customers I use, it doesn’t happen often, but when you get an opportunity, when you’re calling, especially with the customer care type of issue, and the agent on the other side says, “Oh yeah, Mr. McGee, we spoke earlier today.” That’s mind-blowing to a customer. And they’re like, “Wow, I just saved myself 20 minutes of time explaining this to somebody else, and Paul’s going to help me right where we left off.” So that’s a really cool feature.

Paul McGee (13:26):

Yeah. And I think it’s important as we continue to go, not, listen, and I’m going to jump ahead. Not only can you talk to the last person, but they’re also going to have all the notes that they had. They’re going to know what happened last time. So everything that we’re doing, they’re going to have the full contact history.

Paul McGee (13:38):

So all of that stuff within LiveVox allows you to expedite that phone call, allowing you to clear your hold queue faster, lowering your average handle time, lowering your average wait time, and making a better customer experience for everybody. If we can jump on to the next slide.

Paul McGee (13:55):

To improve your IVR and self-service strategy. So this is good. So let’s go to the next slide. Again, right now, you guys… Oh, Jason, do you want to jump in on this one

Jason Queener (14:05):

Yeah. So this is an interesting one, right? So this is really something that impacts folks that are… Most customers use caller ID in a variation of ways, right? They use local caller IDs, they mix up their caller ID and they do that to try to generate outbound connects. Right?

Jason Queener (14:25):

But when you do that, you get a lot of callbacks that are just curiosity, right? 30% of inbound callers just hang up, right when you go, “Hey, thanks for calling ABC bank. How can I help you?”, they’re hanging up the phone because they’re calling back out of curiosity. So when we layer in a simple IVR that just says, “Thank you for calling ABC bank, please hold for the next available agent.” Just that, we see a dramatic shift in the number of what we call negative value inbound calls that are transferred to an agent.

Jason Queener (14:57):

So things like wrong numbers, hang-ups. Who are you? Why are you calling? All these things that just are wasting an agent’s times, those go away and it frees them up for two things that happen. It rapidly accelerates your speed of answer to your customers that do want to talk to you. And it opens up your agents to make more outbound outreach.

Jason Queener (15:17):

So, Paul, I had a question for you on this one though, because what I hear a lot is, “Well, we’re worried that we’re going to lose customers that we could have talked to when they hang up in the IVR when they do that.”

Paul McGee (15:30):

Yeah. So again, we call them negative value calls for a reason, Jason. Again, 95% of those are people that don’t want to talk to you. They’ve called you back. What is the value of getting them to an agent? Especially now, when we have there’s this very high average handle time, we’re trying to get through our queues. We want our customers to be happy.

Paul McGee (15:56):

That person may have had to hang up because he had to go somewhere. They might have hung up because they just don’t want to talk to you at ABC bank. Right now there’s no value in that call. In fact, it’s a negative value because it’s going to use up your agents’ time. I think you’re hurting yourself by letting them come through right now.

Jason Queener (16:14):

Yeah. It’s a good point. And what we also see is that a lot of times that call back and them hanging up is good enough because often they’re going on and they’re doing whatever sort of resolution it may be, right? Maybe they were just calling to check their balance. Maybe they were calling because they didn’t know why you were calling. And they go, “Oh my goodness. I need to pay my cell phone bill.” So they just hang up and go online and payment. And that’s great because you don’t have an agent do something that they did for that self-service portion on their own.

Paul McGee (16:42):

Absolutely. Can we go to the next slide, Lindsay? So we talk about is trying to define what we can defer those calls with. So again, Jason mentioned some of them. Wrong number, balance confirmation, making a payment, a statement request. All of these things, you can have an IVR upfront and handle. You can also go crazy and built an AI to do all this.

Paul McGee (17:07):

But for now, trying to defer these calls right now, because you need to, if you offered an option for the wrong number, which we do in a lot of cases, hey, it’s a wrong number, you can either take that call still and validate that. Or for now, you can just say, okay, it’s the wrong number. I need a balance confirmation. Sure. Balance is here. No problem. This is what you owe. If you need to make the payment, press this button and we’ll take you through a payment IVR. So you can do all of this without agent interaction.

Paul McGee (17:36):

You can learn that by looking at your reports, you can use that by using speech analytics to find out what your most common calls are. A lot of companies use speech analytics to start building their bots so that they run years worth the calls through a speech analytics company and they get the speech analytics company to tell them, “Hey, here’s your top 20% of your calls that can be handled without an agent, and these are the categories in which they fall.”

Paul McGee (18:01):

You should start building bots towards these to start alleviating the most things that your agents are handling, that they can’t. Bankruptcy is one of them that I get a lot. And again, you can do it now in an IVR, you get the recording. Yes. In a bot, you can ask for the attorney’s number, the docket number, the chapter, and you can get that in a report and you can move on with your life without tying up an agent to do all of that.

Paul McGee (18:25):

So again, utilizing tools that are at your disposal to determine how you can deflect these calls is super smart. And again, the reporting is available to you, and speech analytics can be available to you if you’re not using it to do some of these functions. Want to go to the next slide? There we go. Using your IVR to normalize inbound peaks. So go ahead, Lindsay.

Paul McGee (18:52):

So features like a position in the queue, estimated hold time, letting them know what’s going on, keeping your place in line, and asking you if you want a callback. You can define your own callback. When are you available? And we can launch that call out. So keep your place in line, if you don’t know what it is, is, “Hey, you’re position number seven, if you don’t want to stay on hold right now you can hang up and we’ll call you back in your position where you would have actually spoken to a person.”

Paul McGee (19:23):

So these flatten out some of the things. The next slide that I think is even better about flattening it out, if we jump, so two way messaging as an alternative to waiting on hold. So when we start talking about chat and SMS and the ability to have conversations, asynchronous conversations, with your consumer, the ability for your agent to handle five consumers at once via SMS or via chat, we really start talking about flattening that, well, I guess we’ll use flattening that curve since it’s a very popular phrase right now.

Paul McGee (19:59):

You’re going to be able to get those calls out of the queue, and if they can have a quick conversation with an agent, maybe they did want to get their balance, but they don’t want to wait on hold, give them the option to say, “Hey, can we answer your question via SMS? Yes? Great. We’re going to send you an SMS, go ahead and give us consent. And then, you and I can just start having a conversation via SMS.”

Paul McGee (20:18):

And again, your agent can handle probably five active conversations because they’re asynchronous. You’re going to send a message, that person’s going to read it. They’re going to think about it. They’re going to go make themselves a sandwich. They’re going to send back the response. That agent can do multiple things at once. And again, it lowers your average inbound handle time.

Paul McGee (20:37):

The great thing is if that has to escalate and, and move into an agent call, let’s say, we do have to now handle that call. So they make that call. All of this communication that’s already happened is available to the agent that’s going to end up making that call. So we end up taking them out. Maybe we have to handle a quarter of these actually have to be called. Force people out of the old queue, flatten that curve, and now we’re making one call out and we’re not starting that call from scratch. We’re literally saying, “Hey, we were texting back and forth. Here’s the notes from it. I don’t know where we got lost, but what was the final question that you needed answered that you wanted to talk about?” Right?

Paul McGee (21:15):

You’re completely up to date as an agent because you have the full call history. And that’s the power of being able to go from an IVR to an SMS, and then back to an agent and not losing any functionality. If you did that with siloed systems, it’s going to look really hard. That last person that gets that call is not going to know anything that happened.

Jason Queener (21:37):

Yeah. That’s a great point, Paul. I think we all know that there are always going to be reasons that require a voice conversation. That’s never going to go away. But I think that we’re seeing that all of our customers now are somewhere down the path towards bringing in digital channels, into their channels of conversation. Some are doing it already. Some are exploring it. Some are very hesitant.

Jason Queener (22:06):

The great thing about this, and I touched on this last week, is the great thing about this is it’s your customer’s idea. Your customer’s going, “Yeah, yeah. I would rather talk to you via text message. I’m going to do that right now. And I’m going to give you my permission to do that.”

Jason Queener (22:21):

So a lot of that fear goes away because you’re shifting the onus to the customer to start this implementation of digital messaging and starting very simple, and then building off of that. So I think this is a really easy way to start your digital transformation by making it your customer’s idea and making it an improvement on your customer experience.

Paul McGee (22:40):

So, Jason, I have two things to add to that. One is, the great part is we’re getting consent and we’re capturing that consent and we’re storing that consent, right? So that’s above and beyond, right? This isn’t TCPA. We’re giving you an option. You’re giving us consent and we’re going forward.

Paul McGee (22:56):

And Lindsay, if you can go back one slide for me, I want to talk about one thing here. This is modularized. So I don’t have to offer an SMS option until maybe they’re the 20th person in the queue, right? If I have enough capacity to handle it, great. But if I’m starting to build something up, now is when I want to start talking about how I can flatten this, right? So I want to make sure that… And it might be 20 people, it might be 10, but I’m going to give them the option.

Paul McGee (23:24):

I don’t have to give it right away. I don’t have to say, “Hey, I want you to dump to SMS.” The best experience right now may be talking to them, but if you’re not available to talk to them, give them the option to do something that they want to do anyway.

Paul McGee (23:35):

And I’ve done it. Since we’ve been home, I’ve had to call the bank or make a change. Bank of America is just straight up, “Hey, hold times are exceedingly high right now. You may be on hold for a half-hour or longer. So you can go to our website, you can send us an SMS. You can go to our website and chat with us. You can go look at your account here if you need information.”

Paul McGee (24:00):

So they’re doing all of that. And my guess is they’re doing it when they start getting high volume and we can do the same thing. So I just want to be clear on that. So we can go ahead two now.

Jason Queener (24:10):

Yeah, that’s a good point, Paul. And that’s a really great example of, a lot of features are great for your agents. A lot of features are great for your customers. A lot of features are great to mitigate compliance risks. It’s pretty great when you can run into one that handles all three of those, and that two-way messaging on the inbound side is really one of those.

Paul McGee (24:31):

Absolutely. So helping agents facilitate faster talk-offs. We’re going to talk about our CRM here and a little bit of scripting, so let’s jump ahead. So we’ve been talking, guys, about call history and how that helps the agent facilitate. And we were talking about a single call. We can talk about multiple calls over time, seeing a call history, seeing confirmation, looking at where they dropped out of an IVR. Looking at, again, previous contact history or previous call history and looking at your user ticketing, looking at the ticket status.

Paul McGee (25:01):

And having the ability to reference them immediately without having to go look through different systems, find out different types of information, having that consumer’s information all in front of you, the ability to capture consent right there with them.

Paul McGee (25:14):

I’m going to stay on that consent piece because I think it’s important these days to capture consent, to communicate with your consumers as often as possible. And you should be doing that regardless of whatever’s happening right now. If we go to the next slide, we going to talk a little bit about Scripter.

Jason Queener (25:28):

Yeah, one second. Before you hop off of that one, if we can go back, and we’re probably going to touch on both of them, but the nice thing about this is, is in that screen pop, you can tell your agent, based on to the left of where Paul showed, the IVR inputs, you can tell them why the customer washed out of the IVR, right?

Jason Queener (25:46):

So nothing’s more frustrating than going through an IVR, putting in your information, validating it, and then you saying, “I have questions about my bill.”, and you getting to an agent, and instead of saying, in this example, “Hi, Mr. Wayne, I see you’re calling about your last statement. How can I help you?”

Jason Queener (26:05):

Nothing’s more frustrating than, “Thank you for calling ABC bank. Who am I speaking with?” And that happens all the time. So this screen pop information not only gives your customers a feeling that you’re actually listening to them and taking their information, but it gives your agents a headstart on the call, reducing the handle time.

Paul McGee (26:26):

Great point, Jason, thank you. Next slide. So we talk about scripting and speeding up the conversation. So ensuring that your agent knows what they’re supposed to say, walking them through the script, making sure that they can checkboxes to move into different directions. The Scripter tool that we have is like a choose your own adventure. And I know I’m dating myself. The only thing that will make me sound older is when I say tape machines.

Paul McGee (26:54):

But honestly, you can literally walk them through. If they answer yes, say these things. And it doesn’t have to be fully scripted. It can be bulleted. And these are the items that you need to cover, right? If you’re a collection agency, you’re looking to get the balance all the time, making sure that your agent asks for the balance before they move on, or at least acknowledging that they were supposed to ask for the balance.

Paul McGee (27:16):

And then, auditing that later with something like a speech analytics tool, to ensure that they did the things that they were supposed to do and tying them together in the quality monitoring score. All of those things help you build your agents and help them move faster through calls.

Paul McGee (27:30):

I don’t know what it’s like. When I was out in the field, we had a lot of turnovers. So we were always bringing people on and I’m sure you’re bringing people on now, training them at home and trying to bring them up to speed, where instead of bringing them in an office or bringing them in an office for a short period of time, and then sending them back home to be on their own.

Paul McGee (27:49):

It may be very hard for them to remember everything that they have to remember. By giving them the ability to have this in front of them every time and walk them through the steps that they need to do, that it includes the consumer information and the items that you need to do.

Paul McGee (28:05):

This is all going to help you lower your average handle time. It’s also going to increase your collections or sales because you’re going to be able to bring a junior person up much quicker than you would without a tool like this. Jason, do you agree?

Jason Queener (28:22):

Yeah, the other nice thing that I was just thinking about when you were talking was, not only does this train your agents much faster, it trains your customers, right? A lot of us have customers that call back month, after month, after month, for whatever reason, right? It’s very rare that you’re only going to talk to a customer one time during your career with them, or your life cycle with them.

Jason Queener (28:41):

So it conditions your customers to know what your branded conversation is. So the customer starts to realize, “I’d better have my account number ready and my password because Paul’s going to ask me. He asked me every time. I better be ready with it.” And that too reduces handle time with the calls because you’re conditioning your customers to know, we have a path we’re going to go down every single phone call. The faster you can get through it with your prepared information, the better off we’re both going to be. So it’s just an added benefit to the customer as well.

Paul McGee (29:06):

That’s a great point. What’s on the next slide, Lindsay? Ah, internal chat. So I’m betting everybody on this phone right now has at least a chat window open. I have two. I have Teamed up. I have Slack up and throughout the day I send messages to Jason to get a quick update on something or because I need some information. I send information out to my coworkers because I need them to get it quickly, or I need to pass out information from a supervisor down to agents quickly. And my agents may not have email or I want to make sure it pops up on their screen right away.

Paul McGee (29:49):

This is the ability for your agents to talk to each other, to get solutions, or talk to a supervisor, or talk to a team lead. They gets very quick answers without having to put the person on hold. You can still be listening. You can continue the conversation and you can get answers in the background. Because, again, when talking about junior, even senior people, have questions sometimes, problems that come up that they may have not seen. Hold on while I find you an answer is pretty antiquated these days.

Paul McGee (30:19):

Knowledge bases and the ability to talk to your peers and find out answers, as well as, again, supervisors, team leads, to be able to work with them quickly and make your customer experience super successful is what we’re all looking for. So being able to chat with each other, I think adds tremendous value. Again, I’m guessing everybody on this phone right now has a chat open and we use them for the exact reasons that I just talked about. Not allowing your agent to have that same flexibility, it really inhibits their ability to work.

Jason Queener (30:56):

Excellent. Lindsay, can we hop there? So, Paul, that was awesome. I think the major takeaway I want everybody to take with them is, a lot of times we start to have these conversations about inbound IVRs and the natural reaction is, I want to solve for every challenge right now.

Paul McGee (31:18):


Jason Queener (31:19):

I want a 95 branch IVR. I want to let the person make a payment, paint their house, refinance their car, and find out where their kids are, all at the same time. And that’s great. It usually takes customers years to get to that sort of a level of IVRs complexity, but start simple. Start with the easy ones. Take the low hanging fruit that Paul talked about.

Jason Queener (31:42):

Hey, if people are calling to tell you you’re calling the wrong number, that’s an easy one. That’s an easy deployment. That’s a light lift for everybody and it yields immediate results. The nice thing about everything we talked about today is you’re going to be able to measure the success or failure of it instantly. And if you’re not seeing the results you want back it out but, Paul, correct me if I’m wrong, I have yet to see somebody put it in an IVR where we saw negative results on it.

Paul McGee (32:08):

100% agree. And then, honestly, Jason, as you were about to talk, I was like, “Man, I really want to tell these guys to do this phased so they can get some quick results.” And again, you covered it right before I did. So I think we’re both of the same mindset that you can’t let good get in the way of being great. You have to get to good and better, at least. So let’s start there and work your way towards the best.

Jason Queener (32:33):

Yeah. Completely agree. So we did have two questions that came in before an update on where we’re going here. The first question, I’ll handle this one. Can your reports show us where people are failing in the IVR? So I assume they mean hanging up or abandoning, and absolutely.

Jason Queener (32:48):

So the best IVR designs will apply a unique call outcome to each branch of the IVR. So I will know, okay, well, Paul hung up when I asked him what the last four of his social were. Or Paul hung up because he didn’t want to put his credit card in, and then you can make educated decisions about, well, okay, should I tweak my IVR? Should I modify this?

Jason Queener (33:12):

We, for example, we had an IVR one time for one of our customers where the transfer message said something like, “Please hold, you may experience five to 10 seconds of silence while we transfer you.” And people were hanging up at a very high rate. We tweaked that message to just simply say, “Please hold while we transfer you to an agent.” And that went down drastically because it was just a subliminal thing for people to think, “Well, I’m not waiting that long.” So, yeah, absolutely. And it’s critical to let you know and be able to measure the success of your IVR.

Jason Queener (33:42):

The second question, I’m going to let you take, Paul. Can you automatically call people back that hang up on your IVR?

Paul McGee (33:49):

Yes. So I think we covered it earlier though, Jason. I think as we think about this, as we’re trying to clear out queues and make sure the customer experiences are good for the customers that do want to talk to us, that we should let that go and handle the calls in queue that we need to get to right away, of the people that really need to come and talk to us. I think that’s a fair way to handle that for now.

Jason Queener (34:15):

Yeah, I agree. The technical answer is yes, but the application and the strategic answer is probably don’t want to. I appreciate it, Paul.

Jason Queener (34:24):

So look, we are coming to the end of our weekly cadence of these webinars. I think we’re going to scale back the delivery cadence of this a little bit after next week’s, but next Wednesday, we’re going to talk about strengthening compliance and the customer experience through speech analytics. A registration link will be on the document that Lindsay sends out later today. And I think there may be one more slide or is that might be it? There may be some additional materials to… Yes.

Jason Queener (34:48):

So we’ll also add some links to some assets here. Again, the guide to work from home, inbound production, some IVR product descriptions from our product team, messaging from work from home, and then some of our SMS offerings. Again, those are just PDF downloads from there.

Jason Queener (35:04):

So again, I really appreciate everybody’s time today. Hopefully, everybody is doing well. We’re hopefully getting close to some level of normalcy, whatever that means in 2020, but we’re hopefully getting all there together. So Lindsay, back to you.

Lindsay (35:17):

All right. Thanks, everyone for joining today’s webinar, Self-Service Strategies to Maximize Inbound Call Traffic. As Jason said, we hope you’ll join us next week on our webinar on speech analytics. And with that, I hope you have a great rest of your day. If there’s anything you would like to learn more about, please email us at or reach out to your account managers. Thank you everyone for joining.

About LiveVox

LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk.  Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment.  With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta, Denver, New York City, St. Louis, Medellin, Colombia, and Bangalore, India.



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