What Is an Interactive Voice Response or IVR Call?
3.5 min read
“Hello. Thank you for calling. Please press 1 to schedule an appointment. Press 2 to speak with a representative.”
We are all familiar with this sweet voice greeting us when we call businesses. The technical term for this message is IVR or Interactive Voice Response.
Business owners are vigilant and shrewd. Most are on the constant lookout for cost-effective opportunities that increase efficiency. So it’s surprising that many businesses owners ignore customized IVRs.
Very few people think of it as a tool for business optimization. If you’re vigilant and shrewd, you can’t ignore its power.
Before we dig deep into this concept, let’s start with the basics.
Interactive voice response is a technology that allows a computer to interact with humans. Every person who calls customer support knows how IVR works. It is the procedure that connects you to the right department, but it can be so much more.
Many businesses set up their IVR call center using IVR software. If you haven’t set up a call center yet, there are thousands of IVR service providers available.
IVR systems help businesses of all sizes. Many think that IVR routing isn’t for small businesses. But the reality is that the size of your company doesn’t matter. The benefits of the software are immediate and simple to initiate.
Whether you own a retail store, a medical practice or a large enterprise, IVR software and IVR customer analytics can provide valuable insights into customer behavior. It can even collect feedback via telephone surveys.
An IVR can be as simple as,
“Press 1 for English. Press 2 for Spanish.”
Or can be more elaborate like,
“Thank you for calling Convirza. Please make a selection from the following menu. To talk to our Sales representatives, Press 1. To speak to someone in Customer Support, Press 2. If you know the extension of the person, you wish to speak to, Press 3.”
Some of the best IVR systems use voice recognition technology. Others rely on keypad submission from callers to provide information and proper routing.
Certain IVR recording software help businesses answer callers’ questions without waiting for a live phone representative to be available. Here are a few types of commonly used IVR, and their usage and benefits.
With the software, you can record personalized messages for each of your customers. The system recognizes a caller’s number and then offers customized prompts. These personalized prompts improve the customer experience and help users easily accomplish what they need. This feature takes IVR to a whole new level.
It isn’t required to record messages in your voice. You can use pre-recorded messages and can even use voiceover artists to record your messages.
Pre-recorded messages have many uses. They can be used to update callers about any changes, remind them about sales, offer them discount coupons, and other important notices. Pre-recorded messages also eliminate the robotic tone of IVR and provide a more professional image.
The software can help gather caller data through the caller’s input. This data can then help you to qualify leads and accurately route them. The use of technology to direct calls reduces the probability of the call being transferred to the wrong call representative.
This feature allows customers to solve their issues without the help of a representative. These features are commonly used by financial institutions to provide account balances and payable amounts.
The system makes sure that calls are answered when representatives are busy answering other calls. Businesses save callers even when they have fewer representatives.
This feature also ensures that callers don’t feel ignored. Many businesses can serve callers even after regular business hours with an IVR. Often callers get what they need, regardless of when they call. This system offers customer service 24/7.
This system can direct callers to request a callback, so people don’t have to wait on the phone. If it’s after hours, representatives can handle these calls first thing in the morning.
Interactive Voice Response is a tool that improves customer experience. It benefits any business who receives calls from their prospects or customers. The size of your company doesn’t matter when you apply the software. There are types of IVRs, and you can slice and dice the features to best suit your organization.
The call recordings can also give you more profound insights into every customer journey. Plus, if you add the feature of Call Tracking, you can collect data like demographics (age and gender), location, and other actionable insights even before the representative answers the call. Your customer support team has many details to enhance and improve their service.
To know more, contact Convirza today. We can put a personalized IVR system in place today.
If you consider phone calls as one of your best leads, you must not miss this free ebook.
Published on: Jun 6, 2018