What You Need To Know About Interactive Voice Responseby Alvin Zoros Call Center Service Provider
When matching pace with the latest technology and methods, the call centers employ hordes of effective methods to enhance their work. Interactive Voice Response or IVR is one such technology.
Let’s discuss some of the aspects of this technology and how it affects the working of the most sophisticated contact centers of the world.
IVR And How It Works:
Interactive Voice Response (IVR) is the very first automated (pre-recorded) voice (response) that you hear (get) when you contact the call centers of businesses for solutions to your issues.
It interacts with the caller by collecting information and transferring the calls to the most appropriate human recipient who can easily assist them.
IVR is a complete system which contains telephony equipment, a database, related software and support infrastructure etc.
By using these, call centers are easily able to handle many callers at a particular moment and do not need lots of customer handlers even during the peak seasons.
How IVR Is Used:
IVR has many uses, particularly for the call centers. And automating the inbound and the outbound calls are the major ones.
For instance, the IVR system eliminates the requirements of a switchboard operator who answers the incoming calls. The caller is directly greeted with an automated response, followed by a menu of answers to choose from.
Besides these, some other examples of uses of the IVR system are as follows:
- It is used in balancing and transferring the stock account
- It can be used in call center forwarding
- It is extremely effective in office call routing
- It is useful when the customers are simply looking for some inform
However, this is not all that is provided by the IVR system.In fact, it could also be used to enable the customers to fill sales –related form, assist in marketing surveys and in the medical sector to get patient notes and records.
Benefits of IVR:
Whether you are a small business or a large one, you can easily outsource youre call centers to some dedicated agencies. And while these agencies employ the IVR technology, it benefits them in the following ways:
· It saves a lot of their time and money which would be used to get more equipment and more employees
· It enhances customer satisfaction
· IVR system ensures 24*7 supprot for the customers
Thus , IVR system is a great tool to enhance the productivity of call centers, thereby benefitting the business who employ them to handle their call centers.
And most of these call centers offer business reputation management services too , where distinct method could be used to help them get a better market reputation.
Created on Nov 2nd 2018 08:22. Viewed 239 times.