Rightly designed and executed Outbound IVR campaigns can definitely strengthen a business’s ability to build healthy customer relationship, proactively handle potential grievances, and streamline customer engagement. Here are some key pointers to consider while planning your Outbound IVR campaign to ensure it achieves desired success.
- Use an updated customer database
In order to make every outbound call effective, it is important to use an updated customer database in line with the purpose of the campaign. An entire database can be called to provide general information but if the campaign is being run for payment reminders then calling customers whose payments are clear could annoy them. It is also important to ensure customers are not troubled with repeated calls.
- Keep your message short and to the point
Since outbound IVR campaigns are automated and carry pre-recorded messages, a long message could deter recipients leading them to hang-up midway. Use short and simple statements. If the Outbound IVR Campaign is a feedback survey then include just a few relevant questions with limited options to choose from. Simple options like press 1 for ‘yes’ and 2 for ‘no’ are known to receive better results.
- Personalize with multiple language options
With cloud telephony providers like Big V Telecom, the first to be incubated by Tata Elxsi, providing multi-language options for Outbound IVR services, you can personalize messages for customers in their local language. In a multi-lingual country like India, providing customers the liberty to hear the message in the language of their choice helps capture their interest and increases the probability of accurate responses.
- Ensure value addition
Outbound IVR campaigns should be worth the customer’s time. Frequent IVR campaigns or calls with repetitive messages could lead the customers to opt-out of the campaigns. Automated voice messages for appointment reminders or informing about lowest price or discount or payment reminder would be appreciated by customers. On the other hand calling up a regular customer to take up membership card could be annoying.
- Provide option to connect with agent
Providing customers option to connect with your business representative at the end of the call can make the outbound IVR campaign more productive. Especially if the campaign is advertising launch of new products and services or is providing low cost deals, instant connectivity with cloud contact center could result in prompt sales.