Interactive Voice Response (IVR): Definition and Benefits

IVR is a well-known acronym for Interactive Voice Response. Enterprise contact centers utilize automated IVR phone systems to answer incoming calls or give a recorded message with options and information for callers during an outgoing call. Callers can use their telephone keypad (touch-tone) or voice instructions to enter their response (IVR with voice recognition). The call will then be routed to an agent or a self-serve application using the Interactive Voice Response System.

Because an IVR is frequently the first engagement between a caller and an organization when contacting a call center, its tone of voice and simplicity of use might influence the caller’s perception. The IVR system is connected with the Call Center Management (CRM) and other contact center systems in a succeeding call center. A well-designed IVR can benefit a call center in a variety of ways. Adding automatic callbacks, IVR self-service, IVR voice recognition, and text-to-speech will help you get more out of your phone system.

Intelligent Call Routing

When coupled to your CRM, IVR phone system technology may intelligently route calls based on the caller’s phone number. This implies that calls can be routed to the most recent consultant, VIP callers can be placed in the priority queue, or calls can be directed to a specific consultant who speaks a particular language — the possibilities are unlimited. For times of extremely high call volume, intelligent routing designed for your customer journey can minimize abandon rates, shorten call queue times, and provide customized IVR call-back choices.

Support During Busy Times and in the event of a Disaster

IVR contact center technology allows callers to self-serve and leaves messages for businesses. The IVR self-service option can help your contact center relieve strain on your agents during times of high demand, such as during crises or seasonal peak activity. Simple operations can be automated, such as answering common client inquiries about account information, order status, or payment due dates.

Enhancing the Customer Experience

Inbound IVR systems (and outbound IVR calls) have had a negative reputation. With their complex and bulky designs, poorly constructed systems can annoy callers. IVRs are redefining the customer journey today, giving an effective self-service tool with clear messaging representing the organization’s brand. If the caller needs to talk with a support agent, the information is smoothly transferred and delivered to the right agent to handle the query. This boosts productivity while lowering caller annoyance.

Customer Satisfaction Measurement

If precise Customer Satisfaction (CSAT) scores are crucial to your company, an IVR survey after each encounter will assist in obtaining accurate satisfaction scores. An agent can report on these scores, which might aid in training or reward programs. Enriching the on-hold experience is another approach to boost customer happiness and reduce dropped calls and hang-ups.

Boost Consultant Morale by Releasing Consultants from Routine Tasks

Routine calls and simple queries can be routed through an IVR, allowing callers to self-serve and free the operators to address more difficult calls or questions via direct conversation with the customers. It can boost efficiency and give agents more relevant work instead of asking the same questions repeatedly, such as checking account balances, confirming appointment times, and collecting payments.

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