7 Best features of IVR solution that make it a must-have for businesses globally
While we are all familiar with the voice that says, "Press 1 for sales", many managers, entrepreneurs, and CEOs do not understand just how valuable this simple tool can be. Our blog aims to explain what IVR software is, why it is important when choosing a contact center solution, and how it can benefit your contact center customers.
What is IVR, and why should you consider having it in your contact center solution?
Described as a telephone menu system, interactive voice response (IVR) enables the dial pad to identify, segment, and direct callers to the most appropriate agent within your organization. A simple and effective method for reducing costs and increasing efficiency within a company.
Functionalities of an IVR system.
● Configure a customized IVR message and prompts: The IVR allows you to record customized greetings, messages and prompts so that when your customers call your company, they will have a more personalized experience. Think "Press 1 for sales" on steroids.It is also possible to use pre-recorded IVR messages if you prefer not to use your own voice. It's easy to look professional.
● Collect information about your callers: Using an IVR, you can collect information about your customers' needs and direct them to the most appropriate agent or department based on what they input. By using a contact center solution that includes an IVR system, it is less likely that the caller will be transferred to the wrong agent or department.
● Automate customer support: Your customers can use your IVR system to solve their own problems and obtain the information they need without speaking to an agent. It's automated customer service at its finest.
● Prioritize calls based on value: With IVRs, you can prioritize calls based on the value of the caller. The IVR will route a high-value customer to the agent best suited for their needs when they call. Your agents will be directed to the front of the waiting queue if all of them are busy. Due to poor customer service or a long response time, your team will never lose a high-value customer.
● Direct the caller to the appropriate department or agent: You can use an IVR system to route your callers to the appropriate department or the agent most qualified to handle their needs.
● Thrive with high call volumes: Companies can handle large call volumes with ease using IVR systems. As soon as all agents are busy, callers will be directed to the agent or department best suited to meet their needs. IVR systems offer callers the option of having an agent return their call rather than waiting in a queue.
● Improve your company's image: It is possible for startups and smaller companies to make it appear that their company is larger than it really is by using IVRs. You can configure IVR prompts that direct callers to sales, support, marketing or technical support if you have a small company. Whatever department a caller chooses, they will be routed to the member of your team assigned to answer all calls. Your customers will be impressed by the professionalism of your company with an IVR.
Typically, an IVR is the first thing that greets a caller at a company that uses one. In addition to the greeting, a series of prompts are presented (e.g., "Press 1 for Sales"). Depending on the button they pressed, the caller is routed to the most appropriate agent or department. When a caller contacts the company, he or she will wait in a queue if all agents are busy.
Benefits of using an IVR system.
Taking advantage of a contact center solution has plenty of benefits, but for now, we'll stick with what we know: IVRs. Following are a few benefits of using an IVR:
Increase the first contact resolution rate. The IVR system increases first contact resolution significantly since customers are directed to the agent best suited to meet their needs or to the most appropriate department. As a result, the agent who receives the call will be better equipped to answer the caller's question and less likely to transfer it to another agent.
Improve the efficiency of customer service. IVR agents are better at solving specific problems and meeting specific needs of the clients they are assigned in a company using an IVR system. This increases customer service efficiency.
Reducing operational costs. An IVR system will replace a receptionist or customer service agent who answers calls and directs them to agents. Additionally, they are very affordable, increase efficiency, and reduce operational costs, so high ROI.
Enhance professionalism. With an IVR system, you can greet your customers in a very professional manner and make it appear as if you have more departments and employees than you have.
Improve customer satisfaction. With an IVR that is easy to use and reliable, customers will never get routed to the wrong department or an agent who cannot help them.
