What is IVR, and What Are the 6 Advantages of Using One in Your Call Center?

 Everyone knows the beautiful voice that tells us “Press 1 for sales,” yet many managers, entrepreneurs and CEOs do not grasp how good this simple instrument will be for their business. In this blog, we explain what IVR software is and how your customer experience can benefit from it.

What Is IVR? 

Incoming callers can obtain information via a voice response system of pre-recorded instructions without speaking to an agent, as well as use menu options via touch tone keypad selection or speech recognition to direct their call to certain departments or specialists.

A well-designed IVR software solution can enhance contact centre operations and KPIs while also increasing customer happiness. An efficient interactive voice response system can assist customers locate answers and do simple activities on their own, especially during times of heavy call volume. When a customer requires or requests to speak with a person, IVR technology can help route calls to the right call centre agent to handle their inquiry promptly and efficiently.

 

IVR  Service in Chandigarh 

IVR Service in Chandigarh offers services such as greeting messages, music hold, virtual numbers, call monitoring, recording, etc.

IVR Solutions in Chandigarh Depends upon  the customization because of  which the costs of such services vary. It is recommended to ask the corresponding service provider about the same thing.

Functionalities of an IVR System

Gather information about the people who are calling you

 IVRs gather information about your customers’ needs and route calls to the most relevant agent or department based on the information they provide. When calls are routed to agents by technology, the chances of the caller being routed to the incorrect agent or department are greatly reduced.

Customer service can be automated.

 Customers can use IVR systems to solve their own problems and get the information they need without having to speak with an agent. Customer support that is automated and easy to use

Transfer the call to appropriate agent and department 

Your calls will be sent to the most relevant department or agent to meet their needs, thanks to IVRs.

Thrive in a high-call volume environment 

Companies can easily handle high call volumes with IVR systems. When all agents are busy, callers will be automatically routed to the agent or department best suited to their needs, or they will be placed in a queue. Instead of waiting in a queue, some IVR systems give callers the option of having an agent return their call.

Improve your company’s image

IVRs can be used by startups and small businesses to make it look that their company is larger than it is. If your organisation is small, you can set up IVR prompts that direct customers to sales, support, marketing, or technical assistance, among other departments. Regardless of the department the caller selects, the call will be routed to the member of your team who is responsible for answering all calls. Your customers will be impressed by your company’s professionalism if you use an IVR.

A Typical IVR Scenario

 A caller is first welcomed by the IVR in a typical company situation that uses an IVR. They are invited to select from a number (e.g. ‘Press 1 for Sales’) of instructions after greeting. The caller is directed to the most relevant officer or department on the basis of the button they pressed. If the caller is in contact with the company, all agents are busy, and the caller is waiting in the queue.

Benefits Of Using An IVR System

Delights Customers

If your customer care process automates the call to the correct employee, it naturally helps consumers to be happier and efficient. An IVR system can lead your callers to the highly qualified person with a carefully designed speech-driven telephone menu. Today, retail orders, notifications for bills, appointment reminders and even booking a table at your favourite restaurant are employed, all of which are without contacting a live operator.

Saves Time For Everyone 

Speed is required for customers. Indeed, Gartner forecasts that this client’s favour for independence and automatic self-service would probably increase to 85% by 2020. You want to answer questions and quickly provide product information. Incoming calls can be speeded up by an IVR with customised menus, calling precisely routing, or even calling back. If callers are able to easily react to voice or touchpad options, the information they want can be reached promptly or, where appropriate, a problem has been escalated to an agent.

Provides a holistic customer view 

In order to learn more about your customers, marketers quickly use interactive voice response systems. IVR systems give a sure-fire path for exposing customers’ likes, interests and demographics, whether it be telephone surveys, surveys or marketing initiatives. Marketers can perform post-campaign analysis to identify which population settings responded most favourably and then modify messaging in line with these rich client data coupled with IVR systems.

Improves the Brand/Customers Relationship

Personalization is essential for successful IVR installation because an interactive voice response system is often one of a customer’s first contacts with your organisation. Your organisation can establish a commitment strategy by using customised telephone menus and prompts. Mapping your business logic into the natural journey of customers will enable you to create an on-mark experience. Create greetings dynamically, iterate phone tree adjustments and test the messages in real-time so that the IVR experience of your consumer is no different than any other brand encounter.

    

Conclusion 

We realise that today’s IVR systems represent a substantial part of calling experiences. Even Fortune 500 organisations use IVR technology for optimising their operations. However, many firms still have IVR software integrated with their existing IVR solution. Now that you know all the advantages of having an IVR system, it becomes evident that companies have to install an IVR system sooner rather than later in order to be a market leader in customer service and experience. After all, your contact centres must be transformed into client commitment centres.

Original Source: http://thesmsworld.com/what-is-ivr-and-advantages/