What is an IVR and what are its benefits?
Interactive Voice Response (IVR) is simply the automation of call routing from basic inputs such as keypad tones (DTMF) or speech. IVRs are a vital addition to your call handling capabilities.
If implemented intelligently, IVRs can strengthen your customer care and save you money by improving workflows.
Make it Personal
Use custom prompts to make it personal. Just because your callers are hearing a recording and not a live operator, doesn’t mean it can’t be personal. Use your handset/softphone to record or upload professional cuts via the portal.
Increase Productivity
IVR will increase your productivity. Routing your callers to the desired department or staff member first time means that less time is spent on hold whilst someone confers with colleagues to find the right answer. Transferring the caller around unnecessarily in a game of virtual ping-pong is the fastest way to irritate and lose customers permanently. The less time you and your staff spend finding the right person to help, the more people you can help.
Offer a get out clause
Not everyone wants to talk to a real person and conversely, some people don’t live exhaustive IVRs. Offering clearly defined routes with the options for direct extension entry or to transfer to a physical receptionist keeps everyone happy.
Increase first contact resolution
Skills-based routing will increase your resolutions on the first attempt and leave a great impression. When a caller is routed to the best employee to service their needs, questions are often answered and problems are resolved on the first try. That equates to satisfied customers and a more efficient customer service department.
Efficiency = Successful Business
IVR increases inbound call capacity as they answer every possible inbound call directed at them. This means you can easily handle high call volumes. If your business uses IVRs to direct callers, then more calls can be answered simultaneously. With traditional reception, there would be a spike of “please holds” or annoying on-hold music while customers awaiting transfer. IVR allows for a higher call volume because customers transfer themselves!
Image is everything
It can make your company look bigger than it is. IVR creates the illusion that your company is so huge, one receptionist couldn’t possibly manage your call volume. It contributes to a professional image, especially if you are working in a 3 person office!
Reduce operational costs
IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency and will reduce operational costs, so the ROI is huge.
You can add IVRs to both our Hosted PBX and SIP Trunks making powerful hybrid cloud solutions.
