Are IVR more effective than live Customer Service Executives?
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Are IVR more effective than live Customer Service Executives?

Your company’s goal is to succeed, but you won’t be able to do so without excellent customer service. When it comes to choosing a service provider, today’s consumers have a plethora of options, and it’s up to you to make sure that your company stands out.

Customer service is critical to accomplishing this, but many businesses struggle because they do not address their customers’ issues. Missed calls and service requests are frequently to blame for this. You might be wondering whether IVR Service or live call agents are the best option for you. While both options have advantages and disadvantages, the answer is dependent on your business.

What is Interactive Voice Response (IVR)?

IVR (interactive voice response) is an automated system that allows callers to choose their extension from a menu of options. It would be impossible to avoid interacting with an IVR system in our digital age, but most interactions with IVR systems go like this:

“I appreciate you taking the time to call. Your call is extremely valuable to us. For sales, press 1.

For technical assistance, press 2. For billing, press 3. To speak with a representative, dial 4.”

IVRs are pre recorded greetings that can be tailored to your company’s specific needs. They gather information about your caller before connecting them with the appropriate department or operator. This system is beneficial in a variety of ways.

What are the advantages of using an IVR system?

Efficiency:

It enables call centre receptionists or representatives to take as few calls as possible. This saves time for operators and keeps them from becoming overwhelmed.

Functionality:

Callers will no longer have to wait. Calls are answered immediately by IVR systems India, which direct callers to the appropriate extensions.

Budget:

IVRs save money by allowing agents to take fewer calls and focus on more important calls that could result in sales.

Consistency:

Your business will be represented in a consistent manner to all callers if you use a prerecorded message.
IVRs have some features that may cause customer dissatisfaction, despite their benefits.

What are the disadvantages of using an IVR system?

Lack of flexibility:

Your customer’s accent or tone may be difficult for IVRs to understand. Your customer may become frustrated as a result of this.

Unresponsive:

IVR menus can quickly become overly long and complicated. The average caller lacks the patience to listen to all of the options and will instead press 0 or * to speak with a live person.

Lack of personality:

In most cases, IVRs use a robotic voice that lacks compassion.

What is a call answering service that is available 24 hours a day, 7 days a week?

A professional answering service can help a company with a variety of tasks. They may take and relay incoming calls, transfer calls to company representatives, schedule appointments, and perform a variety of other tasks. A professional call answering service will never miss a call, which is the key.

When calling a doctor’s office or a home service contractor, you may have encountered answering services. You may not even be aware that you are speaking to an answering service.

A typical conversation with a call answering service goes something like this:
“Good morning. Thank you for picking up the phone and dialling ABC Business.
“Hello, this is Sam; how may I assist you?”

Call answering is given a personal touch by professional answering services. While a greeting or “perfect answer” may be pre-recorded to play when a customer calls, the rest of the conversation is responsive. Live call agents interact with your customers and, depending on the company, may offer a variety of special services to help your caller.

What are the advantages of hiring an answering service?

With a personal touch:

An answering service that employs people can answer your calls with live voices. Callers prefer to speak with a live person rather than a machine.

Professionalism:

Your calls will be answered by a professional answering service in the same way that you would! For the duration of their call with your customers, call operators act as an extension of your company and follow proper call centre etiquette.

Flexibility:

Every call does not follow the same script. Without the limitations that a robot would have, live call agents can assist a caller in a variety of ways and in a variety of situations.

What are some of the drawbacks of using an answering service?

Cost:

An answering service is less expensive than hiring a full-time employee, but it is more expensive than the average IVR service India. Live call agents are like an extension of your staff, and while an answering service is less expensive than hiring a full-time employee, it is more expensive than the average IVR.

Training:

To ensure that call agents understand the ins and outs of your business and are handling all calls according to your standards, they must be trained.

Inconsistencies in the industry:

The quality of call centre representatives varies by company. Check out our article on what to look for in an answering service.

Of course, not every answering service is the same. Some answering services focus on providing low-cost service while neglecting to provide high-quality service. Other answering services, such as Dexcomm, place a premium on customer service.

Dexcomm focuses on quality assurance by training call operators. More information about our service standards can be found here.

What should you look for when selecting a professional answering service?

A number of factors go into determining whether live call agents or an IVR system in India is better for your company, including:

What kind of help do your callers require?
What kind of help does your company require?
Will the cost of live agents be offset by increased sales?
Which is more important to you: customer service or efficiency?

You will be able to make the best decision for the success of your business and the satisfaction of your customers and clients once you have determined the importance of these components as well as personal touch.