Expert in service communications SOH have announced that it is working with consumer champion Nigel Clarke at Please Press 1. The move is aimed at helping SOH’s customers improve the service that they provide for callers to their contact centres who use their automated service systems, also known as IVRs. Initially SOH will use Please Press 1’s ‘Phone Rage Index’ data on the IVRs of more than 350 of the UK’s leading companies to help to optimise the design of their clients’ systems.
Talking about working with Please Press 1, Fran Fish, managing director at SOH, says:
“With his now famous ‘Phone Rage Index’ for IVRs, Nigel has drawn attention to something that is worrying consumers a great deal. Please Press 1 has created a system that meticulously collects data about IVRs and customer feedback. Combining this with our experience of IVR design will allow us to help our customers to provide better service for their callers.”
Nigel Clarke, managing director of Please Press 1, comments:
“My mission is to make service better for consumers. I’ve carefully chosen SOH to work with as it shares my ethos. It has a great deal of experience in IVR design and works with the largest contact centres in the UK. I have been invited into many organisations to discuss their phone menus and I’m now delighted to be helping many more improve their IVRs. It will really make a difference for the many millions of people who are customers of the organisations that SOH works with.”
“How callers feel about the IVR they’re using is partly down to those that they’ve used elsewhere. Now our customers will be able to see how they compare to their competitors, and the industry as a whole, across a range of factors that are important to users. These include the number of levels, options per level and the length of time it takes for them to get what they want from systems.”