If you’ve ever called customer service for help and been asked to press 1 for English, 2 for Spanish, or 3 for another option, you’ve interacted with an Interactive Voice Response (IVR) system. An interactive voice response (IVR) system is a service that permits a computer system to interact with humans using voice and touch-tone input. IVR systems are used by organizations to automate interactions with customers and employees.
The market value of IVR is expected to reach $6.7billion by 2026 globally. Even small businesses are employing IVR systems to improve their customer experience. It is undeniable that IVR can significantly impact a business. If you are still in a dilemma about adapting IVR , here are 10 Must-Know facts about IVR that can become an eyeopener for you.
1. Create a professional image with IVR
Your company’s image is crucial to its success. projection of a professional image to your customers through your company’s phone system is just as important. Investing in a quality phone system with smart IVR solutions, or interactive voice response, is one way to ensure that your company comes across as polished and professional.
An IVR solutions system allows callers to interact with your company through a series of menu choices. This gives your company the opportunity to direct callers to the appropriate department or person, without the need for a live operator. In addition to sounding more professional, an IVR system can also help to reduce your company’s operating costs.
2. IVR becomes your welcoming receptionist
IVR systems are becoming increasingly popular for small businesses as they provide a professional and reliable way to manage calls. By using an IVR solutions, businesses can give their customers the option to be transferred to the appropriate department or individual, without the need for a human receptionist. This can save the business time and money, as well as providing a better experience for the customer.
3. IVR works round-the-clock
An interactive voice response (IVR) system is a service that provides an option for the computer to communicate with people using voice and DTMF tones input via a keypad. IVR systems are used by organizations to automate interactions with callers. IVR systems can operate 24 hours a day, 7 days a week.
This allows organizations to offer customers extended hours of operation without the need to staff a call center outside of normal business hours. Organizations can configure IVR systems to handle a variety of customer interactions including taking payments, providing account information, scheduling appointments, and much more.
4. Call volume is not an issue for IVR
One of the great advantages of using an IVR system is that call volume is not an issue. An IVR can handle a large number of calls without any problems. This is a big advantage over other systems that can be overwhelmed by high call volume. IVR systems are designed to handle high call volume, so if call volume is not an issue for your business, an IVR solutions may be a good option to explore.
An IVR system can free up your customer service representatives to handle more complex tasks, such as handling customer complaints or providing product information. An IVR system can provide your customers with information they need without the need to wait for a customer service representative to become available.
5. IVR effectively cuts down operational cost
An interactive voice response (IVR) system is an automated voice response system that interacts with others, gathers information and routes calls to the appropriate recipient. IVR systems are used to reduce the cost of customer service by automating simple interactions and increasing the efficiency of complex interactions. When used effectively, IVR can significantly reduce the operational cost of a business.
6. Improve call center metrics with IVR
Call centers are a vital part of many businesses, handling customer service, sales, and other important functions. But managing a call center can be a challenge, especially when it comes to metrics. Improving call center metrics can be a daunting task, but it’s important to consider all options and find the best solution for your business. One option to consider is an interactive voice response (IVR) system. IVR systems can help improve call center metrics by providing automated self-service options for customers, handling calls more efficiently, and reducing customer wait times.
7. Personalization of IVR enhances customer experience
Interactive Voice Response (IVR) systems are used by organizations to automate customer interactions. IVR solutions can be used to collect customer information, route calls to the appropriate agent, and provide self-service options. Personalization of IVR systems can enhance the customer experience by providing customized options and messages. By personalizing IVR options and messages, organizations can improve customer satisfaction and loyalty.
By personalizing the IVR, businesses can provide a better customer experience by making it easier for customers to get the information they need. By allowing customers to choose their own options and input their own information, IVR systems can make customers feel as though they are in control of their own experience. This feeling of control can lead to increased satisfaction and loyalty from customers.
8. IVR improves first call resolution rate
In a contact center, first call resolution (FCR) is the percentage of total incoming calls that are resolved during the initial call. The implementation of IVR has stimulated the self-service capability of the contact center improving FCR to a great extent. According to research, the FRC rate of call centers was recorded 74% with IVR. This means that for every 100 calls received, 74 were resolved without the need for a callback or escalation to another department or agent. There are many factors that can affect FCR, such as the number of calls received, the number of agents available, the average handle time, and the skill level of the agents.
There are a number of reasons why an IVR system can help to improve the first call resolution rate. First, an IVR system can help to ensure that callers are routed to the correct department or individual. Second, an IVR system can provide callers with self-service options, such as the ability to check account balances or make payments.
9. IVR help you reduce mistakes
An interactive voice response (IVR) solution can help reduce mistakes in your customer service process. By automating repetitive tasks and providing customers with self-service options, your IVR can help to reduce the number of customer service mistakes. In addition, by routing calls to the appropriate agent and providing callers with the option to leave a message, your IVR can help to reduce the number of customer service mistakes.
10. IVR can help businesses increase sales
An interactive voice response (IVR) system can help businesses increase sales by automating customer interactions. IVR can help to reduce the cost of customer support, increase customer satisfaction, and improve operational efficiency. By automating customer interactions, businesses can improve their bottom line by freeing up staff to focus on other tasks, such as selling.
When used in a sales or customer service capacity, an IVR system can increase sales and customer satisfaction by automating tasks that would otherwise require human interaction. By automating customer interactions, businesses can reduce the amount of time spent on each sale, which can lead to more sales. Additionally, businesses can use IVR to upsell and cross-sell products and services.
The Bottom Line
A successful business must be able to reach out to its customers and provide important information and help at any time. One way to do this is through Interactive Voice Response solution. The above-mentioned facts exhibit how a reliable IVR can remarkably impact your business. Here at Ecosmob, we offer many different services, including Interactive Voice Response Services.