Cleaning the error recovery mess

Life is messy. It doesn’t matter if you’re thinking about your home, your car, your family, or even your work. Most of the time, processes need tweaking and mistakes will happen.

Take your automated applications, for example. If customers could enter long account numbers flawlessly and always selected the right option, you’d never even need something like error recovery. But, again, life is messy….so you do.

Take the pain out of the process through careful scripting that never blames the caller, avoiding long explanations about what went wrong, and please, don’t just keep repeating the same message hoping for a different result from your user!

If you’re looking for creative solutions to sometimes messy interactions, Walsh Media can help. Just reach out and we’ll start sharing ideas! Email info@WalshMedia.com, or call us at 1-800-454-6453.

Not So Ordinary

The ABC show ‘No Ordinary Family’ was about an ordinary family that gained special abilities. One of them even fights crime with his new powers. The family, however, is hesitant to tell the world of their differences for fear that the world will look at them differently, so they ‘blend in.’ Has your company taken a similar approach to advertising your products or services on your message-on-hold? If so, talk to an experienced project manager at Walsh Media to get your secret ability known! Call us at 1-800-454-6453 or check us out online at www.WalshMedia.com.

Handling full queues

Much of your efforts in developing an exceptional customer experience go toward moving callers quickly through the IVR, and minimizing time spent in queue, while resolving issues on their first attempt. But how can you accomplish all of this with your current resources? Consider the issues that affect your company’s IVR and on hold environments.

  • Do you have extended business hours at certain times of the year?
  • Do you have a “queue critical mass” policy where you stop accepting calls when certain limits are reached or at a certain time of day?
  • Are hold times longer? Shorter?
  • Are there one or two FAQs to which answers could help alleviate stacked up queues?
  • What are the alternatives to speaking with a representative?
    • Live Chat
    • FAQs
    • Special website/web pages
    • Online communities
    • Instructional whitepapers and/or videos

In the IVR, make sure information is accurate – business hours are correct, direct callers to faster resources for resolution where available, and always let them reach a representative when they wish.

For the Message on Hold environment, less talking + more music = happier callers. Many callers feel that speaking with a representative is the fastest or best way to have questions answered and problems resolved. When you share information in your message on hold, it becomes a tool that can help build your callers’ confidence in alternate resources.

For ideas and assistance with “max-capacity” challenges in the IVR and Message on Hold environments, speak with your Walsh Media Project Manager.

 

Help us help you!

Planning a big application update or changing to a new phone system? Don’t wait until the last minute to contact your Project Manager! There’s lots we can do to prepare for your project and ensure smooth, timely delivery.

First, we’ll check in with your preferred talent to make sure they’ll be in town and ready to go when your script is approved. Plus, it gives us an opportunity to help you with the text, applying best practices and maintaining your persona.

A little heads up is all it takes to keep your project on track. You know what they say…an ounce of prevention is worth a pound of cure! Contact your project manager today at 1-800-454-6453.