4 Benefits of an IVR Interactive Voice Response

Interactive voice response (IVR) is a powerful technology that allows humans to interact with a computer-operated phone system by using voice and DTMF (Dual tone multi-frequency) tones input via a keypad. Callers can easily input their response via their telephone keypad (touch-tone) or by using voice commands (IVR with a good voice recognition). The Interactive Voice Response System will then transfer the call via call routing to either an agent or self-serve application. From customer service improvements to an improved chance of return business, IVR can really give businesses a good leg up in the field. If you don’t already have one of these systems in place, here are some good reasons to put one in.

1. IVR for Better customer experience

An IVR makes very sure no customer hears nothing but a ringing phone. An IVR system can help move customers rapidly to the most relevant person to answer any questions. The key to enhancing the customer experience is that if the caller need really to speak to an agent, the information is seamlessly transferred and presented to thr agent to handle quickly the query. This greatly improves productivity and reduces seriously caller frustration. Moreover, a well-crafted IVR and more advanced speech IVR (a system that recognizes spoken words or is “speech-enabled”) often allows callers to self-serve outside of your standard business hours, enabling your enterprise to be available 24x7x365.

2. IVR for no more connection errors.

A receptionist transferring calls can accidentally transfer these to the wrong department, frustrating callers or customers. With an IVR system, customers or callers place their own transfers.

3. IVR for more inbound calls.

Instead of having enough call capacity to take care of a few callers or follow them, all calls always hit the IVR at the same time. Customers or callers then begin the process of connecting to the appropriate department, which gives employees more time to resolve calls or problems.

4. IVR for non-stop availability.

A customer or caller can easily enter the IVR system at any time of the day or night. Even if the end result is “leave a message,” the customer still gets something really accomplished. That improves undoubtedly the customer’s perception of the process and the chance of return.