IVR (Interactive Voice Response) makes it simple to make calls.
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IVR (Interactive Voice Response) makes it simple to make calls.

Interactive voice response, or IVR, is an automated system that communicates with callers. The caller hears the IVR system menu, presses the phone keys as the IVR instructs, and the system reacts accordingly. The IVR either gives the needed information or routes the call to the appropriate call centre agent or department based on the caller’s replies. An IVR call is simply an inbound call, and the system may be tailored to your company’s unique needs. An interactive voice response system increases the productivity and efficiency of your contact centre while also saving you money.

The time spent by live agents is better spent dealing with complicated issues rather than answering simple questions that an IVR system can handle. It also gives customers a more professional experience. Servetel, a leading cloud telephony provider, can build up cutting-edge IVR systems for you.

First call resolution, an important statistic in gauging call centre performance, is also improved by using an IVR number. The approach can make the system agent-less to a large extent, saving a significant amount of time for live agents. IVR call flows can be as basic or as complicated as needed, but the ultimate purpose is to automate procedures.

These are some of the types of calls that an IVR system may readily automate.

Payment of bills

Is it truly necessary for a consumer to talk with an agent in order to pay a bill? This type of call is ideal for IVR-assisted automation. This type of call not only adds to the agent’s workload, but it also wastes the customer’s time.

Following the typical welcome, the agent must look up the payment information. The payment alternatives must then be determined, and the payment must be processed. The consumer must read out or punch in his or her credit card information before the payment may be completed. The consumer may be asked to wait for a payment confirmation from the contact centre staff.

That’s a lot of steps that aren’t essential. This sort of call also lengthens the time it takes to resolve the first call. After all, it’s to the call center’s benefit if issues can be resolved quickly and calls don’t get too long.

You may entirely automate this procedure using IVR technology. Customers will be able to pay their bills more promptly, and agents will be able to use their time more efficiently. Once the consumer dials the number, all they have to do is follow the automated prompts. No more waiting for agents to pick up the phone.

Simple inquiries may be automated

Many calls to call centres do not need to be answered by a live worker. Two great instances are checking the account balance and enquiring about the status of orders.

In reality, IVR may improve the customer experience for these types of conversations. Of course, such information is now available through internet platforms and applications as well, but this is inconvenient for consumers who are less tech-savvy and prefer to call a firm directly to obtain services or information.

It’s worth mentioning that agents may not always be able to respond quickly to such inquiries because servers might be sluggish at times, and retrieving the needed information can take time.

Customers that contact an Interactive voice response system will be asked to tell the system what information they are looking for, and then sent in the correct direction. With IVR, information may be quickly retrieved from a database and sent to the consumer.

User Feedback

Customer feedback is critical for any organisation looking to enhance its offers and track call centre performance. After the live conversation with an agent has ended, an IVR survey can be completed. If not, feedback should be received within 24 hours of the issue being resolved, and a request for the same can be sent out following the call.

This is especially critical for businesses that rely on client input to improve their operations. Also, rather of wasting valuable agent time chatting to customers and gathering feedback, which may be overly subjective, an IVR number can accomplish the job quickly and efficiently.

Inquiries to the FAQ

Another type of call that may be readily automated using Interactive Voice Response is telemarketing calls. In fact, certain questions can be better addressed by an IVR since the responses will be more specific and correct. Live agent reactions might be rather subjective at times.

In addition, detailed, pre-recorded instructions can be quite useful in resolving frequent problems. Assume that a customer’s satellite television is malfunctioning. The IVR system might instruct the consumer to take specific measures to resolve the problem. If the problem is too difficult to handle, the customer will be referred to a customer service representative.

Conclusion

One of the finest methods to automate procedures in a contact centre without sacrificing productivity or the customer experience is to use interactive voice response. Many clients also prefer interacting with an IVR number versus dealing with a contact centre employee because of the anonymity. It also needs less of their concentration, making it easier for them to multitask.

Aside from the ability to automate certain calls, an IVR system offers a slew of benefits. It cuts the average call time in half. This stops disgruntled clients from hanging up the phone. The consumer can be kept engaged using an IVR system until the next agent is available.

An IVR’s solutions are beneficial to both the firm and the client.

  • It leads to improved customer service and a better customer experience, for example. Customers have the impression that they have received superior service while using an IVR system.
  • The IVR is always available, whether it’s on the weekend, a holiday, or outside of business hours, the consumer feels as though they have infinite access to the firm. And you won’t have to put forth any effort to make the call.
  • The IVR system may also be customised to give customised welcomes, which consumers appreciate, thanks to CRM connectivity.

An IVR system boosts productivity in contact centres since calls that do not require a live person are handled by the IVR. The IVR, for the most part, directs calls to the appropriate departments, saving time. Because the volume of calls is reduced, the live calls are less likely to be prone to mistake because the agents are not overworked. The agents are also relieved of routine tasks, which improves their morale and sense of self-worth.

So don’t wait to invest in a solid IVR system and automate calls that don’t require the assistance of a live call centre worker. Contact today to The SMS World.