پشتیبانی مقالات 10اشتباه بارز سیستم IVR
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سه شنبه ، 25 خرداد 1389 ، 09:00 آخرين ويرايش : جمعه ، 28 خرداد 1389 ، 13:09

10اشتباه بارز سیستم IVR

پس از سال ها تجربه و کار با پایگاه های تلفنی میتوانم بگویم که اشتباهات فراگیری  در زمینه این سیستم ها وجود دارد که بر مبنای دلایل مشخصی می باشند و بیشتر این اشتباهات به سادگی هنگامیکه  شما به آخرین سیستم نا امید کننده IVR فکر می کنید و در حال جستجو در زیر منوهای تلفنی هستید، منطقی به نظر می رسند.
بدون در نظر گرفتن ترتیب خاص، این اشتباهات عبارتند از:

1.    تلاش می کنید تا شرکتتان بزرگتر به نظر برسد

من پیام های صوتی که گاهی متجاوز از 15تا 20 گزینه می باشند ادا کرده ام و بیشتر آنها به سمت یک نقطه خاص از تماس برگشت دهی می شوند. تمامی بخش های مختلف که در سیستم IVR مجزا شده اند، همگی به یکجا ختم می شوند. آگاه باشید که تعداد زیاد گزینه های منوی تلفنی  تلاشی واضح جهت بزرگتر به نظر رسیدن شرکت است.

2.    حساس ترین اطلاعات شما در قسمت پایین منوی تلفنی دفن شده اند

اخیرا سیستم IVR مربوط به یک کلینیک قلب با 12 گزینه مختلف برای انتخاب را ادا کردم و آخرین گزینه بیان می کرد: " اگر مورد شما یک فوریت پزشکی است، لطفا تماس را قطع کرده  و 911 را شماره گیری بفرمائید." من می بایست این گزینه را در جایگاه نخست قرار می دادم .
اگر شما درد شدیدی در قفسه سینه داشتید و به جای 911 شماره مطب متخصص قلبتان را گرفتید، مایل نیستید سریعا به مشکلتان رسیدگی شود؟
این مورد برای مشتریانی است که مشکلات پشتیبانی فنی با سرویس اینترنتی که شما ارائه می دهید، دارند. بیائید به این دسته از افراد با نیاز فوری، گذرگاهی برای رسیدن به شخص مورد نظربه طور سریع بدهیم.

3.    مسیرهای طولانی برای دسترسی به دفترتان اختصاص می دهید

اگر لزوما باید گزینه ای با مسیرهای پیش رونده فراهم کنید ( من کاملا قانع نشدم که این مسئله یک مورد ضروری و مفید است، به خصوص با رواج سیستم های GPS ) تا حد امکان آنها را مختصر، فشرده و مناسب با نیازتان
طراحی کنید.

4.    حد تحمل و توجه افراد را زیاد برآورد می کنید

تحمل تماس گیرندگان از چیزی که شما فکرمی کنید کمتر است. تمامی نکات قبلی که تا بحال متوجه شده ام به این حقیقت اساسی اشاره دارد که: منوی IVR خود را مختصر کنید.
حساس ترین و مهم ترین اطلاعات را در ابتدا قرار داده و آنها را به عنوان موثرترین موارد بارگذاری کنید.( گویندگان و انتقال دهندگان تخصصی صوت، سال هاست که قراردادن بهترین خدمات در ابتدای منوی تلفنی را رازی برای یک نمونه نمایشی خوب می دانند.)
افراد را با اطلاعات بیشتراز نیازشان اشباع نکنید- به خصوص در نقطه ورودی که بسیار مهم است.

5.    شما از من می خواهید که آهسته آن را ادا کنم

تصور می کنم که این مورد برای ترجمه  و تفسیر باز است - اگر من یک سری اطلاعات مرتبط با داروسازی که توسط افراد متخصص  به دست آمده را بیان کنم، از من خواسته می شود که وسواس و دقت بیشتری در خواندن آنها صرف کنم و تا حد امکان  آن اطلاعات را به آهستگی ادا کنم.
وقت  مراجعه کنندگان ارزشمند است و قدرت تحمل آنها می تواند توسط  پیامی با بیان شمرده و واضح افزایش یابد.                          

6.    به من نگفته اید چگونه اسامی کارمندانتان را تلفظ کنم


من درتلفظ اسامی مکان ها بسیار مسلط هستم ( حتی آنهایی که به نظرم ناآشنا هستند) اما احتمال تلفظ نادرست اسامی از تلفظ صحیح آنها خیلی بیشتر است.
اگر شما شخصی را داشته باشید که یک منوی IVR را می خواند، در جائیکه  تصور می کنید چندین تلفظ امکان پذیر است یا نامی وجود دارد که اغلب درست خوانده نمی شود،  لطفا راهنمایی برای تلفظ صحیح ارائه دهید.

7.    درنهایت ظرافت و دقت کار را انجام می دهید

در بیست سال گذشته فردی وجود نداشته که پشت خط مانده و به خاطر شکیبایی اش از او تشکر فراوان نشده باشد، از حرفه و تجارتشان قدر دانی می شود و گفته می شود که وقت شما ارزشمند است. ما اغلب این موارد را می شنویم ، درحقیقت این حرف خیلی اوقات بدون صمیمیت ادا می شود. من به سختی تلاش می کنم در هنگام بیان چنین عبارت پیش پا افتاده ای صادق و صمیمی به نظر برسم. از نویسندگان سیستم های IVR و سیستم های نگهدارنده عاجزانه تقاضا دارم که  روی اصلاح ساختارها با دقت و ظرافت بسیار زیاد تجدید نظرکنند.

8.     تلفظ نام شرکت شما غیرممکن است

پس از اینکه نامی را برای شرکتم انتخاب کردم گرفتار معمای جالبی شدم- IVRvoice.com : در هنگام نگاه کردن به آدرس وب یا آدرس ایمیل:www.theivrvoice.com  به عنوان مثال دسته ای از افراد به اشتباه می گفتند: " آن ...THEIR VOICE.com است."
نیاز است که افراد عبارت مخفف IVR را درک کنند- تا این نام منطقی به نظر برسد.
من با شرکت های بسیاری روبرو شدم که اسامی غیر معمولی دارند و بارها در تلفظ نام آنها اشتباه کردم تا اینکه شیوه درست تلفظ آن به من آموخته شده است. اگر من – به عنوان متخصص صوت- دچار اشتباه شوم ، احتمال اینکه مردم عادی نتوانند نام آن شرکت را به درستی تلفظ کنند چقدر است؟  درهنگام نامگذاری شرکت خود، در مورد اینکه آن نام چگونه به نظر می رسد و خطاهای بسیاری که به دلیل تلفظ نادرست آن ایجاد می شود به دقت فکر کنید.

9.    از اطلاعات مرتبط با بسیاری ازشرکت ها در پیام های آغازین بهره مند می شوید

همه چیز را ثبت کنید ولی شرحی مختصر از شرکت برای مشتری در حال انتظار آماده کنید– در پیام آغازین خود، مختصرترین اعلان مبالغه آمیز مبنی بر اینکه شرکت در رابطه با فعالیتی که انجام می دهد،از صلاحیت کافی برخوردار است را بیان کنید. من به پیامی گوش دادم  که درباره تاریخچه شرکت، مدت زمان اشتغال به کار آنها، محصولاتی که ارائه می دهند و اینکه چرا از دیگر رقیبانشان برتر هستند صحبت می کرد. شنیدن تمامی این اطلاعات در حالیکه فردی پشت خط است، عالی است- اما نه قبل از اینکه گزینه های مربوط به هر دپارتمانی ارائه شود.

10.    کپی خودتان را با صدای بلند نخوانده اید

خیلی از اشتباهات کوچک در جمله بندی های ناشیانه هنگامی که آن جملات را به سرعت و بصری می خوانید، خود را آشکار نمی کنند- خواندن ساختار IVR تان با صدای بلند برای فهمیدن عبارات گنگ و تکراری بسیار مهم می باشد.

چیزی را از قلم نینداختم؟ آیا تابحال با موارد عجیبی در یک منوی تلفنی که اخیرا شنیده اید مواجه شده ا ید که مایل باشید مطرح کنید؟ برای گذاشتن هر توضیحی احساس آزادی کنید ...وحرف مرا باور کنید وقتی که به شما می گویم : شما تماس گیرنده بعدی هستید. برای صبرو تحمل شما ارزش قائل هستم و می دانم زمانتان ارزشمند است...





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