What is an IVR ? A Guide for Business Owners
Are you looking to improve the efficiency of your call center or phone support team? An Interactive Voice Response (IVR) system, may just be the solution you need. At Connector73, we offer a complete cloud communications platform that comes with a modern and sophisticated IVR system suitable for the needs of today’s enterprises. Our modern IVR systems also enable input and responses to be gathered via spoken words with voice recognition. IVR systems enable users to retrieve information including account balance checks, book a taxi, self service order checking, automated information services(weather, movies, rental properties) and more from any telephone.
If you’re wondering whether an IVR solution can benefit your business, then this article is for you. This guide will walk you through IVR, from the basics of how this technology works, to the benefits it provides to businesses.
IVR basics: What is IVR?
Interactive Voice Response (IVR) is a telephony menu system that enables identification, segmentation and routing of callers to the most appropriate agent within your team. It basically serves as a virtual secretary, offering a simple and affordable way of speeding up the call process by reducing costs and increasing efficiency within your company.
If you have ever tried calling a business for your concerns regarding billing, product or service inquiries, or the like, chances are you have already encountered an IVR system. It’s the technology behind the call recording that says, “Press 1 for sales, Press 2 for service, etc…”
How Does IVR Work?
The primary purpose of the IVR is to ensure that callers are directed to the correct agent to enhance efficiency and first call resolution. In the past, IVR was limited to telephone calls and push-button systems. For instance, during a call, an automated voice recording would greet the client and then offer instructions to address the caller’s particular need. In return, the client would press the corresponding buttons to navigate the system. Today, however, our IVR solutions have already incorporated speech recognition technology in their system. This means people can now talk directly to the system instead of simply pushing buttons.
Benefits of IVR
If you’re wondering whether an IVR solution can benefit your business, then this article is for you. This guide will walk you through IVR, from the basics of how this technology works, to the benefits it provides to businesses.
IVRs are popular for a reason — they bring tremendous benefits to companies, both small and large. These include:
Fewer errors: Unlike a traditional receptionist, an IVR makes the entire call process more efficient and less error-prone. This is because as a virtual secretary, it can help you easily segment and prioritize calls, helping to cut waiting time.
Better company image: Another benefit of using an IVR solution is its ability to boost your credibility by creating an illusion that your company is bigger than it actually is. This is especially beneficial for small to medium-sized businesses. IVR systems foster a more professional image by helping you maintain consistency in your customer service and handling call volume.
Better customer service: Because IVR systems help callers reach the appropriate agent, customers will feel valued and well-attended to. Plus, it helps that quick response is available. All the caller has to do is follow the instructions from the menu.
More personalized messages: Advanced IVR systems also offer personalization options. This means you can create messages or personalized greetings for repeat customers. For instance, you may address the caller by his or her name, or program language options for specific client, provided that caller ID information is available. Personalized messages make customers feel more comfortable in the long run.
Increased first call resolution: The longer it takes for a business to address a customer’s question or problem, the higher the chance that the customer will lose interest in the business. With an IVR, a business can quickly direct callers to the agent most capable of meeting their needs. This way, the agent will be more qualified to address the caller’s concern and will be less likely to transfer the call on to someone else.
Connector73 combines industry-leading technology and proven contact center solutions to create an all-in-one modern IVR application. Gather customer information and match it with data from your CRM and back office systems to deliver personalized, conversational service.
