Importance of IVR Service

29 December , 2019 by Rashida Saeed
IVR services

Every business needs an excellent customer support system, and this relies upon how well you give the customers a satisfactory result to an important point by giving value to the customer’s time and providing them with a useful solution. 71% of customers would rather use the phone to solve their issues and want to be able to solve their problems on their own.

Interactive Voice Response (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. They’ve been part of contact center solutions for decades, and there’s no reason to believe that they will go away any time soon.

If your business still doesn’t have an IVR, or is badly implemented, you could be missing on a lot of good things. A great IVR service will improve any business in the world. Let us tell you why an IVR service is so important for you.

Reducing Costs

The first thing an IVR Service will do for you is a big one. 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, while making the experience more streamlined for the customer.

Smart Call Routing

Sometimes a customer already knows with who or which department they want to talk to. IVRs will guide said customer to their destination in a pretty straightforward way. It will route calls to the right department & Agent. With just a few presses of buttons, the caller gets connected with their desired departments quickly. Thereby, availing efficient & on time customer support.

Increase Efficiency

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.

Wider  Personalization

IVR systems allow for tremendous personalization that helps to create a better relationship with customers. Each IVR system can be programmed with personalized greetings for known callers based on their caller ID information. Along with addressing a caller by their name, the system can also identify and share information specific to the caller. For example, if it is the caller’s birthday, the automated service would be able to wish the caller a happy birthday. 

In addition to programming caller information, IVR systems are fitted with a number of language options. Language options can be programmed for specific callers as well, which may help existing and/or potential customers feel more comfortable. Aside from their programming, languages can be selected as options for the caller.

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.

If you want to install an IVR system, or upgrade the one you already have, don’t hesitate to call us. Let us take a look at it. Call now for a free consultation +971-4-454-1054.


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Importance of IVR Service

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