Interactive voice response or IVR is an automated system that answers incoming calls and gives customers instructions who then respond to said instructions via keypad or voice recognition to speak with an agent or troubleshoot issues.
IVR has been a staple of contact centers for many years and while there are many competitors in the market, it’s still going strong. IVRs have been part of contact center solutions for decades, and there’s no reason to believe that they will go away any time soon.
With that in mind, let’s go over some of the benefits this product could have on your business.
Improve your Company’s Image
IVRs are being used by startups and smaller companies to make their companies look bigger than they actually are. If you only have a few people as staff in your company, you can configure IVR prompts that allow callers to talk to sales, support, marketing, technical support, etc. Depending on the department the caller chooses, they will be routed to the person in your company assigned to answer calls in the selected department. The representative receiving the call will be provided with all of the information the IVR prompt asked the caller beforehand. An IVR is easy to use and reliable, customers will never be routed to the wrong department or to an agent who cannot solve their problems. With an IVR your customers will be impressed with your company’s professionalism.
Unlimited Customer Access
Customers can make use of the IVR systems at any time of the day as it can perform its task 24 hours a day, 7 days a week if you want it to. While office hours, holidays, and breaks dictate and limit an employee’s availability, IVR systems are always at a customer’s disposal.
To gain unlimited customer access, you need to implement a great IVR system because you won’t have any representative to take the call. This means that a customer can receive most of the services whenever he or she needs it. While the option of having a live representative may still appeal to some, with the help of an IVR system customers now have a greater access to your business on days they normally wouldn’t.
People who work in a company with an IVR are more proficient at solving specific problems and meeting specific customer needs. They’re less likely to consult with colleagues or a manager, and are also less likely to transfer the call to another worker.
IVR also significantly increases first contact resolution. Callers are always directed to the agent who is most capable of solving their problems or the most appropriate department to do the same. All of this results in a significant increase in company efficiency.
Lastly, it should be noted that call centers reduce costs when employing such a system. IVRs can replace a receptionist or a customer service agent who answers calls and directs calls to other agents.
When an efficient IVR system is in place customers will make fewer calls, leading agents to spend less time on the expensive voice channel. They are also very affordable, will increase efficiency and will reduce operational costs, so the ROI is huge.