IVR/IVRS
What is IVR?
IVR stands for “Interactive Voice Response”. It’s the first thing we get to hear when we call any of your telecom customer services, Popular banks or credit card companies, Even a lot of Government customer services and the LPG gas booking service.
We have all heard this automated voice greet us, announce the options that are available and when select the desired option by dialling a number on our phone keypad, it connects us to the right department. This is the IVR/IVRS or integrated voice response system. An IVR can be as simple as a automated greeting voice that connects you to the desired department or reception.
Example: Welcome to “S-Tel” dial the extension no. you want to connect to or press “9” for assistance.
Or multi level. For example,
‘Welcome to Our Bank, the country’s most preferred bank. If you have your account number dial 1; If you want to find out about any of our newly launched offers / products, dial 2. To report loss of a card dial 3. At any point during this call, dial 9 to speak to our customer service representative.’
This kind of IVR reduces agent load. It can help the customer save precious time as the preliminary identification or the customer and the reason for calling has been established. It helps prioritize the calls in the queue as well as provide the much required information and intent of the caller to the respective agent/department. As many layers can be added on the IVR and can be detailed as per the objective and intent of the company.
Self-service options can also be created for customers
Example: Booking an appointment with a doctor of their choice in a hospital. vis-a-vis cancellation of appointment.
Example : Confirmation of delivery in case of an important shipment/package.
Example: FAQs can be mapped on the IVR to help diagnose/resolve an issue.
Example: In case of a Bank once identification is verified the account balance—can be checked without reaching an agent.
Why should your business have an IVR?
I think the examples above would have helped you introspect, as you know your business the best. However, an IVR makes customer connect you’re your business seem more professional. Not just that, it can help you stay connected by offering some minimal services or recording an order from a customer even while you are sleeping.
01.Provides an easy and anytime self-service options for your customer.
A customer who tries to reach you after office hours or wants to check delivery status or bank balance or other details without really connecting to an agent. The IVR can give a number of self service options.
Case Study: As a part of a solution to a very popular retail chain with over 1000+ stores in India, We customizedIVR application where the internal customers/employees from the store would reach out to record IT service tickets, supply chain related issues, Electricals issues, House Keeping issues etc. The IVR was integrated with their ticketing tool so the IVR application not only handled over 60% of the call volumes without even landing the calls at the agents desk but recorded such issues by creating an automated ticket assigning it to the respective teams/ informed the stakeholders. Resulting in reduced turn around time/ faster resolution/ optimum usage of resources with cost saving.
02.Efficient call routing resulting in improved Customer Experience.
By planning and setting the correct logic of call routing can help your customers connect to the right agent and faster, enhancing the customer experience when they reach out to your teams.
03.Prioritize calls &Distribute calls effectively.
Urgent calls or VIP customer calls can is prioritized. Calls as per the geography/skill or on linguistic basis can be routed to the correct agent with shorter queues. And your workforce can be located anywhere. Even if they are working from home.
04.Capture unanswered calls or Dropped calls even after your regular office hours.
Calls that land on the IVR are recorded. If the caller who opted to speak to an agent but couldn’t for any reason can be traced and you can call back such customers who hang up midway. It could even be a customer (Hot lead) trying to reach your office after your working hours, you can call back such customers.
05.Configure Surveys or Collect feedback.
IVR can also be used to conduct customer satisfaction surveys at the end of the call to gauge the level of interaction or to authenticate resolution of the issue.
What you get by choosing us as your IVR provider?
We make it easier to configure, maintain and enhance/grow with your changing needs time to time.
You would agree that the COVID-19 pandemic has shown that business that were agile and quick to respond to the situations have flourished even in the challenging times.
- Our efficient & capable cloud platform helps you reduce CapEx to a faction of the on prime services
- Flexibility to integrate with your existing CRMs, ticketing tools, ERP etc
- Easy to set up interface to customize messages.
- Multi language support.
- Easy scalability for both growth and downsizing.
- Multi Level IVR.
- Real time Analytics to understand any step in the process you want to measure.
- Mobile phone application is also available for agents working from home on their mobiles.
- Good technical support.
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