Everyone is familiar with the Interactive Voice Response (IVR) System, the voice that instructs us to take certain steps when calling customer care. However, the sad truth is that many managers, entrepreneurs, and CEOs do not understand the value of this simple tool to their company. The system is a telephony menu system. It allows identification, segmentation, and routing of callers to the most appropriate agent within a business’s team.
IVRs give businesses the authority to record customized greetings, messages, and prompts. This way, when customers call a company, they get a more personalized experience
It is a simple and effective tool that can significantly reduce costs and increase efficiency within any company. Here are some benefits that IVR Systems allows for your business.
It increases first contact resolution
IVR significantly increases the chances of first contact resoluteness because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call is more qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
Increase customer service efficiency
Agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.
Increase agent and company efficiency
Agents who work in a company with an IVR are more skilled at addressing specific issues, are less likely to consult with colleagues or a manager and are also less likely to transfer the call to another agent. This results in a substantial growth in the efficiency of the agent and company altogether.
Reduce operational costs
IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. Furthermore, IVRs are affordable as well and will increase efficiency and will reduce operational costs. Hence, the ROI is huge.
The IVR system can be used by businesses to greet your customers in a very professional manner and to make it appears there are more departments and employees than a company might have.
Increase customer satisfaction
When a business’ IVR is easy to use and reliable it ensures that customers are never going to be routed to the wrong department, or an agent who is unable to solve their problems.
The benefits of using an IVR are clear and the associated costs are relatively less. Hence, we can say that IVR is a sound investment to make with a huge ROI.