IVR stands for Interactive Voice Response which is very trending in today’s business world. Enterprise contact centers use automated IVR phone systems to answer incoming calls. When an outbound call is answered, this is to provide a recorded message with an option and information for the caller.
Callers can then input their response via their telephone keypad (touch-tone) or using voice commands ( IVR with voice recognition). The interactive voice response system will then transfer the call via routing to either an executive or a self-serve application.
An IVR is often the first interaction between the caller and the representative organization when calling a call center, therefore it can influence the caller’s perception through its tone of voice and ease of use. An effective call center has the IVR system integrated with the CRM and other contact center systems.
A well-tuned IVR can provide a number of benefits for the call center. Adding tools such as automated call-backs, IVR self-service, IVR voice recognition, and text-to-speech can provide additional advantages.
In this blog, the 3SStudio team will help the readers in understanding some of the common but effective benefits of implementing an IVR into their business.
Intelligent Call Routing
When IVR is linked to a CRM, IVR phone system technology can intelligently route calls based on the caller’s telephone number. This simply means that calls can automatically be directed to the last consultant spoken to, VIP callers can be placed at the front of the calling queue, or calls can be directed to a specific consultant that speaks a particular language — the options are endless.
Intelligent routing that is optimized for the customer journey can lower abandonment rates, also reduce queue times for calls, and also provide tailored IVR callback options for times of particularly high call volumes.
Improving the Customer Journey Process
Traditionally inbound IVR systems have a bad reputation. Poorly planned systems can irritate callers with their complex and clunky designs. Today, IVRs are revolutionizing the custom journey with clear messages that reflect the organization’s brand, providing an effective self-service tool.
The key to enhancing the customer journey is if the caller needs to speak to an agent, the information is seamlessly transferred and presented to the best agent that can handle the query effectively. This greatly improves productivity and reduces the irritation of the callers.
In addition, to this, a well-crafted IVR and more advanced speech IVR allow the callers to self-serve outside of your standard business hours, enabling your organization to be available 24*7. An IVR also allows you to create rules to route certain callers through the automated system for faster service or for special needs. These can be prioritized based on criteria, such as customer stats, level of debt, or perceived vulnerability based on previous interactions.
Support For Busy Times and Disaster Recovery
IVR contact center technology gives organizations options for their callers to self-serve and leaves messages. In times of high demand due to emergencies or seasonal peak activity, the IVR self-service features can support the contact center by easing pressure on the agents.
Simple tasks can be automated, such as common customer queries regarding account information, order status, or payment due dates. Modern IVR services can ensure that during these peak times, messages and menu options can be quickly and easily modified.
Measuring Customer Satisfaction
If customer satisfaction is important for your organization then the IVR survey is very helpful for you. As IVR helps in surveying the interaction of each customer after the call ends. This provides an accurate customer satisfaction score for your business. The scores generated by the IVR can be reported by an agent which can help in training or reward programs.
Another way to improve customer satisfaction and reduce dropped calls and hang-ups is by enriching the on-hold experience. Virtual assistants can make wait time announcements and manage IVR call-back requests. An “agent-less” system can provide additional self-serve tools that can eliminate the need of speaking with a customer agent.
Improving Morale by Freeing Consultants from Dull Jobs
An IVR can route routine calls and common queries, allowing callers to use IVR self-service and freeing up the agents to handle more complex calls or questions via multiple channels. It can significantly improve efficiency and provide agents with more meaningful work rather than the same repetitive queries, such as account balance, confirming appointment times, or collecting payments.
When used in an outbound mode with Text to Speech, an IVR phone call allows making special offers, sending reminders, and welcome messages, or completing collection calls without pulling the executives away from other services.
Wrapping Up
Ongoing Interactive Voice Response testing of the call-flow manager is very important to ensure that the business wants to continue to enhance the customer journey, rather than annoy customers with an ineffective IVR. One more thing is that you must be 100% sure about your solutions as they are able to give you the freedom to create IVR flows, launch menus, make recordings, define subscript routing, and define help tables all using a simple, point-and-click user interface, so you don’t need to run to the IT department or learn web development every time you need an update.
Why 3SStudio?
3SStudiio is a leading Audio and Video Production Service provider in India, with the efficiency of serving small, medium, and large businesses we are a leading media production company in India. With over more than 30 years of experience, we have developed IVR recordings for various industries.
With our experienced team of sound engineers and video editors, we are able to create IVR recordings in various languages for businesses of many kinds. Our services are cost-effective and yes we do project delivery on the committed time with zero errors.
If you are looking to develop an IVR recording for your business then get in touch with us. You can call us at +91 9811241103 or you can even email us your requirements at Info@3sstudio.in