Why IVR System is a ‘Must-Have’ In Today’s Contact Center Business
Gone are the days when we had to wait for the operator at the front desk to connect us with the right department. In the age of automation the same can be achieved by using a keypad and a recorded message over an Interactive Voice Response (IVR) system. Today, all we have to do is listen to the options read out to us by the IVR and select the appropriate ones to get connected with the right department. The outcome, therefore, is a more streamlined interactive experience. But the biggest beneficiary of IVR has been call centers themselves. This blog takes a look at the numerous ways in which call centers stand benefited with the IVR system-
Reduce Cost Per Transaction:
An agents’ time is extremely precious. So unless absolutely necessary, wasting it for collecting basic client information over the phone is a meaningless exercise. Instead, using a customized interactive voice response system can help you to understand clients’ needs prior to routing them to the most qualified agent thus helping you reduce the cost per transaction. In fact, as per a recent report, cost per transaction of an IVR system is at least 80% cheaper when compared to an agent-based interaction.
Help You Prioritize Incoming Calls:
There is no denying the fact that every customer is important for your business. However, certain customers should be given priority for factors like strategic importance, past experience and so on. Interactive voice response systems can help handle this need in a streamlined fashion.
Improve First Call Resolution Rates:
A fully customized interactive voice response system will give you the ability to pre-assess a customer’s unique needs and help you to route them to the most qualified agent. This enhances the possibility of the issue getting resolved with the first call.
Make Your Business Seem Larger:
IVR creates the illusion that your business is busy and thriving. And since you are taking extra care to make sure there are no hurdles in communication, customers’ get the feeling of being cared for. They start seeing you as an organization, available and ready to help them in every possible way. All this helps to create a positive impact about your brand.
Increases Your Operational Efficiency and Inbound Call Handling Capacity:
As a minor reduction in the average call length can greatly improve operational efficiency and call handling capacity, imagine how much you can gain by bringing down the average call duration by nearly half with the help of an IVR.
So there you have it folks, the advantages of having an IVR system are many. Hence why not leverage all these benefits to the fullest by partnering with a premium service providers like us. We offer end-to-end IVR offerings that are fully customized to provide an engaging customer experience in issue resolution.
Contact us now to outsource all your IVR needs.