Creating a Modern Voice Strategy for Contact Centers

While voice may not be the newest or sexiest channel, it is still valued and needed by customers. That’s why a modern voice strategy is crucial for contact centers that want to deliver a high-quality customer experience.

Here’s why:

• Voice provides a human connection: One of the biggest advantages of voice is that it provides a human connection between the customer and the agent. This is particularly important in situations where the customer has a complex issue that requires a more personal touch. By speaking with a live agent, customers feel heard and understood, which can help to resolve issues more quickly and effectively.
• Voice is a powerful tool for gathering information: Voice is a powerful tool for gathering information about the customer’s needs and preferences. During a call, agents can ask questions, clarify information, and get a better understanding of what the customer is looking for. This information can then be used to improve the customer experience and provide more personalized service.
• Voice is flexible: Voice is a highly flexible channel that can be used in a variety of ways. For example, customers can use voice to place an order, ask for support, or provide feedback. This versatility makes voice an ideal channel for businesses that want to offer a comprehensive and convenient customer experience.
• Voice is cost-effective: While new channels like chatbots and AI may seem like the future of customer service, voice remains one of the most cost-effective channels available. According to a 2021 survey conducted by ContactBabel, the average cost per contact for a voice call is $6.08, while the average cost per contact for a video call is $15.56. This indicates that video calls are more expensive than voice calls for contact centers.

Despite these benefits, many businesses are still using outdated voice strategies that don’t meet the needs of today’s customers.

Here’s what a modern voice strategy should include:

1. Advanced IVR systems

One of the biggest pain points for customers is navigating through a confusing IVR system. A modern voice strategy should include an advanced IVR system that allows a customer to state their call intent, making it easy to use and provides customers with quick access to the information they need.

2. Call routing and queue management

To ensure that calls are handled efficiently, a modern voice strategy should include call routing and queue management systems that are designed to minimize wait times, such as offering callback, informational messaging and ensure that calls are handled by the right agent.

3. Automated speech recognition

Automated speech recognition (ASR) systems can help to improve the customer experience by enabling customers to self-service their needs quickly and easily. This can be especially useful for tasks like checking account balances or tracking orders.

4. Advanced reporting and analytics

To understand how voice is impacting the customer experience, a modern voice strategy should include advanced reporting and analytics tools, like quality management, workforce management, and performance management that can provide real-time insights into call volume, wait times, first call resolution and customer satisfaction.

5. Integration with other channels

To provide a seamless and consistent customer experience, a modern voice strategy should include integration with other channels like chat, email, and social media. This can help to ensure that customers have access to the information they need, when they need it, no matter which channel they choose.

6. Cloud-based technology

To stay ahead of the curve, a modern voice strategy should include flexible cloud-based technologies that can be easily scaled and updated as needed.

IVR is essential to the customer experience

Voice remains an essential part of the customer experience, despite the rapid growth of new channels like chatbots and AI. With the right strategy in place, companies can leverage the benefits of voice to deliver a high-quality customer experience that is both human-centric and cost-effective. By embracing a modern voice strategy, contact centers guarantee that they are well-positioned to meet the needs of today’s customers and remain competitive in an ever-changing landscape.