Interactive Voice Response (IVR) is a phone menu system that allows callers to use the phone keypad to identify, segment and route each call to the most appropriate agent within the customer service team.
Although this AI tool does not replace the need for a live agent, it is a Very useful resource to improve customer satisfaction while helping to balance workflow and ease call congestion at times when agents are overwhelmed.
How to use IVR systems in the call center?
The interactive voice response system can be used in a variety of ways within a call center. Taking into account the needs of today’s customer based on immediacy, incorporating this technology is essential if you want to offer customer service that meets your expectations.
Although IVR is primarily used to handle incoming calls, it can also be used for outbound projects, such as subscription renewal, appointments, and payment reminders.
Benefits of incorporating an IVR system for call center
It is important to note that this technology It has gone from being just a keyboard option to include multiple functionalities that benefit both the user and call center agents. In addition, the permanent availability of the service is a before and after in the resolution of requests and generates a real advantage over other competitors.
Increases resolution on first contact
The use of an IVR system is essential to improve the resolution of the problem in the first call (First Contact Resolution). This is because thanks to routing, calls are directed to the person or department best trained for each issue. In this way, it is much more likely that the call does not have to be transferred to another professional, and therefore, that it is resolved in the same call, being an advantage for both the client and the agent.
Offers greater availability and call volume management
Another of the main advantages of applying an IVR system in your call center is the opportunity to offer a service available 24 hours a day to be able to respond to minor questions without having to depend on the opening hours of the office. In addition, being available when customers need help builds trust and shows that the company cares about its consumers.
Still, implementing the IVR system doesn’t just mean offering better customer service. It also helps to have greater query management capacity for agents. In many cases, responses can be automated to deliver the information requested without having to go to an agent. This allows agents to focus on cases where an agent’s assistance is really needed.
Reduce operating costs
Considering that every minute an agent spends on the phone represents a cost to the company, it is easy to see that the IVR application generates an advantage to consider. The more efficiently calls are routed to the right agents, the higher the return and therefore the return on investment and savings.
Increase customer experience
The IVR system is designed to make the customer experience with the call center service simple and hassle-free. Although this technology is often perceived as an impersonal tool, it can be programmed to be the opposite, and offer personalized responses that far from responding to the indications, direct the conversation interacting naturally. In this way, in addition to favoring communication, it can also generate added value for potential customers.
Call center software in the cloud: the solution your company needs
Improve the experience of your call center customers by improving telephone service. Using contact center software allows you to integrate IVR, and thus maximize the productivity of your call center agents.