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Innovation and customer service are the very lifeblood of call centers. Without one of these, success is impossible, and these two crucial qualities go hand in hand. A successful union of the two is found in Interactive Voice Response (IVR).
IVR systems are usually referred to as the “secret weapon” due to their capacity to manage a large number of incoming calls. Read below to know why ivr is referred to as a secret weapon:
Why is IVR System useful for business?
Customers usually contact customer service representatives in person or on the phone by dialing a separate customer support number to request assistance. However, with the introduction of new technologies like Interactive Voice Response systems and the rising use of online supports, clients rely less on these one-on-one contacts and more on self-service.
An interactive system that incorporates Interactive Voice Response technology, such as Voice Over IP (VoIP), can help in self-service. Companies should give priority to digital transformation activities if they want to stay relevant, as people are starting to use digital sources.
The technical basis of IVR systems
Technically speaking, an interactive voice response system has the following components:
- Telephony equipment
- IVR software applications
- A database
- Support infrastructure
The computer which has IVR software installed in it is initially linked to the business’s phone line. In order to use the ivr technology on calls, special hardware is needed.
Here are some specifics that are needed for a good IVR:
- Databases: It offers real-time data that IVR apps can access.
- TCP/IP network: The Internet network that enables connectivity to the Internet and intranet
- Web/application server: The location of the software hosting the IVR system
It is important to remember that IVR systems need a phone system.
Impacts of IVR systems
The impact of IVR systems on customer service is many, and some among them are given here:
- Routing calls immediately
In order to quickly route customers to the relevant people with the necessary skill set to handle their inquiries, ivr number enables customers to skip unnecessary menu options. It allows customers to either verbally give their response or type their response using a keypad.
- Efficiency
IVR systems can handle a lot of calls at once, eliminating the demand for more employees. Customer wait is reduced while call centers operate more efficiently. IVR systems that reduce time are beneficial to both customers and agents.
For simple queries, the system might enable clients to self-serve. The customer won’t have to stand in line to talk with an agent to get answers. When IVR takes over to do the simpler duties, more employees will be free to take other calls.
- Scheduling appointment
Callers may make reservations or book appointments using some IVR systems’ integration with scheduling software. IVR allows callers to quickly and efficiently access information such as account balances, order statuses, and FAQs without having to wait for a person to answer.
- Brand accessibility
If agents are not available during off-peak hours, IVR can significantly increase the hours of availability. Few issues can be resolved quickly through self-service, and an IVR system is perfect because it not only provides answers to simple questions but also allows for the recording of client feedback.
- Client feedback
While sending a survey through a different channel is not the most effective technique to get clients to participate, they might not feel comfortable providing feedback directly to the agent. Customers may be given the option to participate in a quick survey by an IVR system after a service call has been finished on the voice channel.
Best practice for implementing IVR systems
- Easy to understand prompts: Keep prompts concise and easy to understand, and stay away from jargon and unclear terminology.
- Menu simplification: Reduce the number of menu choices to prevent confusing callers. Maintain an easy-to-understand menu arrangement.
- Personalization: Use client information to modify interactions and deliver a better experience whenever it is possible.
- Regular updates: Update the IVR menu and prompts frequently to update on any modifications to the services, goods, or policies.
- Testing and optimization: Analyze and track IVR performance over time. Utilize data to spot bottlenecks and potential improvement areas.
Last thoughts
A call center’s secret weapon, the ivr system, may boost productivity, enhance customer satisfaction, and reduce business costs. However, it is important to carefully implement and maintain the IVR system to make sure it improves customer welfare.
