Although Interactive Voice Response (IVR) has been around for many years, very few businesses fully understand how to make use of it. By utilising speech recognition and pad-dialling, IVR will help businesses combat long waiting times and employee workload.
What Is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) is an automated system that interacts with incoming calls from customers by giving them multiple choices. Once an option has been selected, the IVR system will then transfer the call to the selected department, where an agent can handle the request. An IVR system can be, pre-recorded or a digitally generated voice. Think of it as a “digital receptionist”.
Benefits of using an IVR system
IVR systems were designed to improve overall customer experience, but there are plenty of features that can be implemented into an IVR system to enhance an organisation’s performance.
Intelligent Call Routing
Calls can be automatically redirected to the last agent spoken to when integrating your IVR system with a CRM. The agent will have the customers information and details about the last conversation before answering the call. Optimising intelligent routing can reduce call queue times and lower abandon rates.
Marketing
IVR systems can collect and process data about inquiries, which can be used for research when planning marketing strategies. Advertisements can also be uploaded to the IVR system about your latest promotions and important news while the caller waits to be transferred to the agent.
Self-Service
An IVR can be programmed to deal with simple tasks without the need for an agent to intervene. For example, a customer can phone in and receive required information by selecting certain prompts or by using speech recognition. In addition, you can program your IVR to direct customers to the Frequently Asked Questions (FAQs) that can be found on the website.
Measure Customer Satisfaction
An IVR survey after a call can help provide accurate satisfaction scores. These customer satisfaction scores are captured and processed and can then be used for training purposes and employee rewards systems.
Lower Cost per Call
IVR systems will reduce your overall cost per call and manpower expenses by automating inbound and outbound processes. An IVR system will also increase efficiency as agents can handle more calls, which in return will increase profitability.
24×7 Availability
IVR makes it possible to provide 24/7 customer support. During public holidays or after hours, an IVR system can provide answers to simple customer requests, route calls to mobile phones and schedule callbacks.
Scalability
As your business grows, you can add more features to your IVR system to support your needs. Thanks to Cloud-based systems, it is now easier than ever to add features such as intelligent call routing, multilingual capabilities, and more.
How we can help you make the Switch!
There are a few things to consider before switching to a new application. First, you have to look at what tools your customers and employees rely on? For example, would your customers like to speak to your support team via video conferencing and screen share? Can you boost efficiency in the workplace by giving your employees the proper tools to collaborate better on projects? Does your business operate remotely?
Considering a move to a Softphone application from a traditional Public Switched Telephone Network can seem daunting, but, luckily we are here to assist you with tailored solutions specific to your organisation’s needs.
Simply request a callback, and one of our friendly advisors will be in contact with you for a free assessment.