IVR, an acronym for Interactive voice response, is an automated telephone system that combines text-to-speech technology or pre-recorded messages with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent.
IVR software can enhance call flow and reduce wait time by integrating computer and telephony technologies, leading to higher overall customer satisfaction. It allows callers to use the dial pad to identify, segment, and route their calls to the most appropriate agent within the team.
A call center IVR does not replace the need for a live agent but rather a way to enhance customer satisfaction while leaving available agents to handle inbound calls with more complicated issues.
Interactive voice response systems present callers with record messages that permit them to handle various simple tasks, including resetting signals, making payments, etc., on their own.
IVR technology is beneficial during times of high call volume. Even the most well-staffed call center can become overburdened at times. Having an IVR system can help to decongest them to a large extent enabling them to maintain customer satisfaction for desired results.
This article lists the five best benefits of IVR systems that are effective for the exponential growth of businesses.
Here are the top five benefits of IVR systems for businesses:
Interactive voice response technology directs all the callers efficiently and quickly. This facility enables you to portray a professional image of your business.
IVR significantly reduces the hold time for the callers and thus enhances the chance of first-call resolution. The automatic call distribution feature calls the correct department without any delay.
The instant routing feature enables the salesperson to save an ample amount of time and focus on other essential tasks at hand.
Automated attendants enable you to answer more calls simultaneously, irrespective of the volume of direct callers.
Interactive voice response technology permits the customers to self-serve. A traditional reception making them wait while your customer support executive deals with the other customer can make the entire process more tedious and less engaging.
An interactive phone system is beneficial as it directs the callers to another agent if one of the executives is busy taking any other call. Higher volumes of customer calls can be transferred to agents through the help of interactive voice response.
After every customer interaction, an IVR survey provides accurate scores and helps to improve customer satisfaction (CSAT) rating. The scores can be reported on by an agent, which can help with training or rewards programs.
Another efficient way to improve customer satisfaction and reduce dropped calls and hangups is by enriching the on-hold experience. A virtual assistant is allocated to manage callback requests and make time announcements.
It helps you create an agentless system that enables you to send welcome and reminder messages, make special offers, or complete collection calls without pulling executives away from other services that enhance your business’s productivity.
IVRs have revolutionized the customer journey with clear messages that reflect the organization’s brand, providing an efficient and effective self-service tool.
The key to improving the customer journey is that if the caller does need to speak to an executive, the information is instantly transferred to the best executive to handle the query. This feature enhances productivity and reduces customers’ frustration to a large extent.
Automatic voice response systems permit callers to serve outside the standard working hour, making the organization available throughout the day.
In addition, interactive phone systems allow you to route specific callers through automated systems for particular needs or faster service.
IVR system provides organizations with specific options for the callers to leave messages and self-serve.
Simple tasks, such as common customer questions regarding payment due dates, order status, or account information, can be automated so executives can focus on more complex tasks.
During seasonal peak activity, the self-service feature of the IVR can support the contact center by destressing the agents.
A preprogrammed alternative route can be activated during an emergency so that the selected calls can be directed to alternative contact centers to minimize the loss.
Managing a business that requires constant call center attention needs an integrated platform to face several unique challenges. Customer support work needs the flexibility of workflow due to shifting workloads.
Interactive voice response systems are a must for quick and effective customer support. IVR technology has many features that enhance the overall customer experience and take the brand identity to the next level.