"continue in IVR" prompt wording/opinion

[zoinks]

Anyone currently asking customers if they would like another go at the IVR before transferring calls to agents? We're thinking about adding an Estimate Wait Time phrase with the option to try the IVR again if customers try to opt out.

First, what is your opinion on doing this? What about adding an option in queue to return to the IVR? Would you speak EWT in IVR and in queue or only in one? Exact EWT or generalized phrase (like below)?

What kind of phrasing would you use?

"Our EWT to speak with an agent is currenlty (less than) (greater than) x minutes."
1) to retry with our automated system, press 1
2) to try again with our automated system, press 1
3) press 1 for faster service with our automate system.
4) to return to our automated system, press 1.

Are we just crazy and on our way to frustrating customers?

[daveste]

I have done this before, but with a younger customer base. If you cater to a senior population, you may want to move in this direction, but give it some greater thought. Otherwise I would recommend that you play the EWT only once, after they have transferred out of the IVR.

Your EWT to speak with an agent is currently "X" minutes; if you would like to return to our automated system, at any time, press 1, if not please hold for the next available representative. This way you are conveying to the customer that they have successfully opted out of the IVR and that they are in control to return if they would like. Also, you can view it as added customer service as the caller does not have to hang up and call back to get the IVR.

Just my thought.

[ebarker]

For our callers who opt out for an agent at the main menu without attempting to use IVR we offer an intelligent delay prompt with an info message highlighting the services that the IVR can satisfy. Callers are given the choice to remain in queue for an agent or return to the IVR. We have found this beneficial in getting otherwise reluctant customers to use the IVR, and our overall satisfaction rates are just as high if not higher for these callers than our general population. Callers who attempt to use the IVR and then opt, or are forced, out are not given the offer.