We are all familiar with that lovely voice telling us to “Press 1 for Sales”, but many managers, entrepreneurs and CEOs don’t understand the value that this simple tool will bring to their company. In this blog, we explain what IVR software is and how it can benefit your contact center customer experience.
Interactive Voice Response (IVR) is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent within your team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company.
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IVR systems allow you to:
IVRs allow you to record customized greetings, messages and prompts so that when your customers call your company, they will have a more personalized experience. “Press 1 for Sales” taken to a whole new level.
If you prefer to not use your own voice on the IVR, you can use pre-recorded IVR messages. Professionalism made easy.
IVRs collect information about your customer’s needs and will transfer calls to the most appropriate agent or department depending on their IVR input. When calls are directed to agents using technology, the probability that the caller will be transferred to the wrong agent or department will be significantly reduced.
IVRs allow your customers to solve their own problems and obtain the information they are searching for without speaking with an agent. Automated customer service made simple.
IVRs allow you to prioritize calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. If all of your agents are busy, they will be directed to the front of the waiting queue. Your team will never lose a high-value customer due to poor customer service or a slow answer time.
IVRs will route your callers to the most appropriate department or the agent that is most qualified to meet their needs.
IVR systems allow companies to easily handle high call volumes. Callers will automatically be directed to the agent or department that is most capable of meeting their needs or will wait in a queue when all agents are busy. Some IVR systems allow the caller the option of having an agent return their call rather than wait in a queue.
Startups and smaller companies can use IVRs to make it appear that their company is larger than it actually is. If you only have a few people in your company, you can configure IVR prompts that allow callers to talk to sales, support, marketing or technical support, etc. Regardless of what department the caller choses, they will be routed to the person on your team assigned to answer all of the calls. With an IVR your customers will be impressed with your company’s professionalism.
In a typical scenario of a company that uses an IVR, a caller is first greeted by the IVR. After the greeting they are asked to choose from a series of prompts (e.g. “Press 1 for Sales”). Based on the button they pressed, the caller is routed to the most appropriate agent or department. If all agents are busy when the caller contacts the company, the caller will wait in a queue.
Here is a list of a few benefits from using an IVR:
The benefits to using an IVR are clear and the associated costs are relatively low. It is therefore a sound investment with huge ROI.
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