Over the years, the IVR has become a fundamental piece of technology in many customer service centers. According to a TalkDesk survey, its use is growing year after year. In fact, the increase in companies that implement IVR systems is likely to be due to the many benefits they bring to the customer experience of contact centers.
What Is An IVR?
Interactive Voice Response (IVR) is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers, and transferring them to the most appropriate agent within the equipment. It is simple and effective, significantly reduces costs and increases efficiency within any company.
What Do IVR Systems Allow?
1) Set Up A Personalized IVR Message And Notices
The IVRs allow you to record personalized greetings, messages and notices so that when users call the company, they have a more personalized experience.
2) Use Prerecorded IVR Messages
To further professionalize the service, the IVR provides the added value of personalization. This may include pre-recorded messages, integration with an external database for tracking each call, the ability to process credit card payments, secure call routing based on schedules and time of day, or the ability to use a predictive marker, among others.
3) Collect Information About Callers
The IVRs collect information about user needs and transfer calls to the most appropriate agent or department. When calls are directed to agents using this technology, the probability that the calling user will transfer to the wrong person or department is significantly reduced.
4) Automate Customer Service
IVRs allow users to solve their own problems and get the information they are looking for without talking to an agent. It is an automated customer service characterized by simplicity and ease of use.
5) Give Priority To Calls Based On Value
IVRs allow prioritizing calls. When a user calls, the IVR will route the call to the most qualified agent to meet their needs. If all agents are busy, they will be directed to the start of the queue. In this way, the call center team will never lose a user due to poor customer service or a slow response time.
6) Direct The Caller To The Appropriate Agent Or Department
The IVRs will route people who call the most appropriate department or the most qualified agent to meet their needs and resolve their query in the most effective way.
7) Prosper With Large Volumes Of Calls
IVR systems allow contact centers to easily handle large volumes of calls, since callers are automatically directed to the agent or department that is better able to meet their needs or will wait in a queue when all agents are busy. Some IVR systems allow the calling user the option of an agent returning their call instead of waiting for their call to be answered.
8) Improve The Image Of A Company
Startups and smaller companies can use an IVR to make an organization look bigger than it really is. If there are only a few people in the company, IVR notices can be set up that allow callers to talk to sales, marketing, technical support, among others. Regardless of which department the caller chooses, the assigned team agent will be routed to answer all calls. With an IVR, users will be impressed with the professionalism of the company.
In a typical scenario of a company that uses an IVR, the IVR first receives the caller. After the greeting, you are asked to choose from a series of prompts (for example, “Press 1 for Sales”). Depending on the button pressed, the caller is routed to the most appropriate agent or department.
6 Benefits Of Using An IVR In A Call Center
1) Increase The Resolution On The First Contact
An IVR significantly increases the resolution at the first contact because callers are always directed to the agent who is most able to meet their needs or to the most appropriate department. The agent receiving the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent or department.
2) Increase Customer Service Efficiency
Agents working in a company that uses an IVR are more competent to solve specific problems and meet the specific needs of the users assigned to them. The result is an increase in the efficiency of customer service.
3) Multiply The Efficiency Of The Agent And The Company
Agents working in a company with an IVR are more skilled at addressing specific problems are less likely to consult with colleagues or a supervisor and are also less likely to transfer the call to another partner. This results in a significant increase in the efficiency of the agent and the company.
4) Reduce Operating Costs
IVR systems replace a receptionist who answers calls and directs calls to the appropriate agents. They are also very affordable, increase efficiency and reduce operating costs, so the ROI is huge.
5) Develop Professionalism
An IVR system can be used to greet users in a very professional manner and make it appear that it has more departments and employees than it actually have.
6) Increase Customer Satisfaction
When an IVR is easy to use and reliable, users will never be sent to the wrong department or to an agent who cannot solve their problems.
In conclusion, the benefits of using an IVR are clear and the associated costs are relatively low. Therefore, it is a good investment that provides a good ROI.