Wednesday, September 11, 2013

Example of an Incomplete IVR Tree Design

I have lived in the US for a while now; in fact, I am celebrating 1 year of living here this weekend. One of the things that I learned quickly was the need to register all  phone numbers with the Do Not Call Registry (www.donotcall.gov). However, life is not that simple and you can end up on someone's list.

I am not sure how my cell number got on Wells Fargo's campaign list. I mean, either the bank is calling the previous owner of my number or someone else just wrote their number down wrong. Either way, I started getting these automated Wells Fargo IVR campaign calls: "This is an important message for XY regarding card services. If this is XY press 1, if not press 5." (or something similar to that). The IVR tree is smart enough to eventually offer the option of "this is a wrong number," but when you go on that path, it tells you to call a generic 1-800-???-???? number. That's exactly how much I remember from that number and that's the problem. I always get the call when I am not able to write the number down. Would it be such a huge problem to repeat it a second time? Also, if you really need to talk to me, and just selecting the option of "this is not a correct number" is not enough, why doesn't the IVR offer the option of being connected to an agent? Or why not send a text message to the number saying, please call this number to be taken off the list. I have nothing against Wells Fargo, but this is fantastically annoying.

So when designing your IVR tree, think about the other side - the recipients of your calls - and account for all possible scenarios thoroughly.


@MichalGrebac (www.twitter.com/MichalGrebac), 2Ring