West Corporation

Posted on March 8, 2013 by West Corporation 



Customers Are Your Rock Stars; IVR Is the Green Room

Legend has it that the members of the band Van Halen were such spoiled rock stars that they included a clause in their contract that while M&M’s were to be provided, no brown M&M’s were allowed.

Brown M&M’s: Rock n Roll’s greatest foe.

You might think that this is just another example of greed gone haywire, but there was a real reason for the madness. The contractual clause condemning brown M&M’s was wedged in between two very technical requirements, which detailed electrical specifications to keep people from being electrocuted.

Except for Tesla. He was the Chuck Norris of science.

So, if there were no brown M&M’s, then Van Halen could be reasonably sure that all of the other requirements were also met. That is, the band could trust that all the more important details were followed, since everything — right down to the littlest thing — was covered.

And it’s the littlest things that are important, too, in an IVR. Callers need to trust an organization to provide good customer service, and in many cases, they need to trust a company with sensitive information, such as a credit card number on file.

 It’s all in the details.

Even a small mistake in the IVR gets noticed. A caller might notice that the way the numbers play back went up at the end, like a question, was wrong.” How can an IVR be trusted with big details, like the security of credit card information, if small mistakes are allowed to play to the public? Does it potentially predict other deficits in the system? In the whole company at large?

Resources may be stretched beyond capacity and deadlines shorter than ever, but customers have to believe that an organization can be trusted, right down to the smallest detail. And although a flawless IVR experience doesn’t get much conscious notice, the little things do.

West Corporation