IVR technologies have evolved substantially in the last few years. Cloud services, new integration options, PCI compliance changes, improved customer experience, and lower costs are leading customer-centric organizations to revisit this important engagement channel.
This software enables self-service payments, giving customers the ability to make payments 24/7 from the convenience of their phone. Offering payment acceptance via IVR is also a practical option for those who may be unable to pay in person and/or those who have limited web access.
In addition to giving customers another way to pay, an effective IVR system can yield operational cost savings. These financial efficiencies come from both the technology itself, automating processes that would otherwise require a customer service rep, and also the IVR service provider, in the form of competitive processing and telecommunications charges.
Before selecting a provider, you will want to have a clear understanding of what their processes look like up close. Below are two must-ask questions to help you quickly assess a potential vendor’s capability.
How will your IVR solution be presented to the customer along with the payment methods we already offer?
Before introducing an IVR payment option, make sure the provider you are evaluating can substantiate how they would present IVR as one of many payment methods you offer. The last thing you want to do is overwhelm or confuse customers.
How will it impact the user experience? What about from an administrative account reconciliation standpoint?
Inquire not only about the payment methods you have today, but how the provider would support payment methods you may add in the future.
What processes do you have to expedite deployment?
The start to finish timeframe to roll out IVR as a payment method can be quite rapid. Those best equipped to get you there will have these processes in common:
- Script content creation – Whether in a pre-written template format or custom created, the provider should have a process in place to draft, deliver, and implement realistic, market-tested phone scripts, along with the related call flows. These are two critical elements in delivering an improved customer experience with reduced call time.
- Integration to existing systems – At minimum, you will need back-office systems to sync with this new payment method. If you either have or plan to add an agent-staffed call center, you’ll also want to clarify the provider’s process for integration from that standpoint. This would include not only the agent desktop software, but also any automatic call distributor solutions you have in place.
Whether you use these technologies now or in the future, you want to align with a provider that can scale alongside your organization.
