IVR Script Best Practices for Class Action Settlements

The Interactive Voice Response (IVR) system can handle more than 1,000 simultaneous calls with a communications database, skills-based routing, automatic queuing to call center agents, advanced call monitoring and recording, and integration with all electronic customer service platforms.

Class action settlement administration requires the ability to handle large numbers of potential claimants. Understanding how to use IVR and incorporating industry best practices is important in maintaining a seamless resolution process from start to finish.  

How Are IVR Systems Used in Class Actions?

A class action contact center is necessary to:

• Field class member inquiries
• Provide information regarding claim information, deadlines, status changes, and more
• Share important settlement details.

The IVR System is helpful in a number of ways, allowing you to:

• Customize a personalized, professional greeting for each case.
• Collect information about the caller to significantly reduce call times.
• Prioritize calls based on value, need, and live agent availability.
• Route callers to the proper department or qualified call center agent.
• Resolve issues automatically and affordably by providing information without live agents.
• Handle high call volumes with advanced redirecting, waiting music, and call-back options.
• Maintain a positive image for your client by capably assisting potential claimants with their concerns.

The IVR versus live agent debate is a common one, particularly when firms want to keep expenses to a minimum. IVR is the ideal solution for large consumer class action cases where the settlement benefits are relatively small. More complex cases that involve a considerable amount of documentation and verification will most often require live agents. Many class actions use a combination of both IVR and live agent assistance to satisfy court requirements. 

What Are IVR Script Best Practices?

For class actions, IVR Script Best Practices are focused on making scripts clear, easy to understand, and comprehensive. No one wants to frustrate callers with clunky scripts, hard-to-hear voice prompts, and slow or redundant menu prompts. It’s worth taking the time upfront to develop an efficient IVR system that prevents hassle, distractions, and delays later.

The best IVR scripts:

• Use a voice actor and tone that matches the brand.
• Keep the options simple when asking customers to press 1, 2, 3, or 4.
• Put the option before the action, eliminating phrasing like “press one to…”
• Always provide the option to have the menu repeated.
• Get to the point quickly by avoiding unnecessary legalese, extraneous words, or confusing abbreviations.
• Aim to get the caller to a destination in five or fewer options.
• Notify customers right after the greeting if the call may be monitored or recorded.
• Alert callers to the estimated wait time or their positioning in the queue to reduce anxiety.
• Allow a voicemail opt-out for busy callers who don’t have the time to wait.

Heffler Claims Group’s deep-rooted experience in designing and maintering effectiveclass action contact centers make us uniquely qualified to help litigators create the most effective IVR scripts for each case. 

Heffler Claims Group Provides Best-In-Class Customer Service

Heffler Claims Group offers class action contact center services with a highly-trained, in-house team of live agents and custom IVR scripts derived from the court-approved notice to lower the risk of redundant notification. As an experienced settlement administrator, we mitigate risks for law firms and their clients to ensure there are no delays in the process toward final approval. Engaging a settlement administrator early keeps costs low while tailoring the call center to the specific needs of the class members.