What is the IVR benefit for a contact center? Treat your callers to an exquisite experience

What’s an IVR System, and Why Should Every Contact Center Have One?

Any small business aimed at making it to the top of the food chain cannot manage without having an efficient and capable IVR system in place. Here, we will explore what IVR is and why every company with a contact center should invest in one.

What is IVR?

Interactive Voice Response, otherwise referred to as IVR technology, is a vital part of any advanced business phone system. This automated telephony feature handles inbound calls from customers and offers them guided assistance in navigating the company’s business phone system. By choosing - verbally or manually - from the menu options provided by the IVR, callers can try to resolve their issue on their own or be connected to a human agent who will be equipped with the right skills to help.

IVR systems help customers by making their calling experience more streamlined and more enjoyable. At the same time, this technology facilitates the work of contact centers by allowing them to quickly identify and accurately segment callers and route them to the correct departments/employees within a short time.

At present, over 86.1% of call centers worldwide are believed to be using IVR daily. The immense popularity of these software solutions can be attributed to the unique and hard-to-top benefits described further in the text.

The Mistakes Call Centers Make When Using IVRs

While IVR technology is packed to the brim with all sorts of usefulness, not every company comprising a contact center knows how to draw maximum benefit from it. It is sad but true that around 25% of call customer service centers using IVRs have either never updated their solutions or did so at least a year ago.

The inability to keep up not only fails to bring many positive changes to the company’s customer service experience, but it actually impedes the work of contact centers and makes the business look outdated, ineffective, and poorly run.

Let us look at what constitutes a modern Interactive Voice Response system and talk about how businesses should be using it to advance - and not harm - the work of their call centers.

How Sophisticated Are IVRs of Today?

At the onset of this technology, IVRs were solutions whose capabilities were limited to just a few basic features, such as lining up calls in a call queue and automatically directing those to specific departments. As these solutions evolved, their functionality expanded to include new options. Modern IVRs are more intuitive, more responsive to user needs, and utilize more sophisticated algorithms for routing incoming calls.

Based upon the customizable rules you set, your call center IVR can:

  • Connect the high-value customer directly to their personal manager
  • Route calls from dissatisfied customers straight to the contact center advocate
  • Put customers through to the last manager that handled their calls in the past 30 days
  • Customize IVR messages, greetings, and prompts to offer callers a more personalized experience

These aren’t the only innovations of IVRs that can benefit the customer as much as the business. Described below are seven other ways in which a modern IVR can help improve customer satisfaction with the work of your call center and boost your operative effectiveness.

The Top 5 Benefits of Implementing an IVR solution

IVR is often the first interaction the caller has with your business, so it is vital to ensure that what it says or does agrees with the customer and reflects positively on your brand. When choosing IVR for your call center, pick a capable, intuitive, flexible, and scalable solution that can integrate easily with your other contact center systems. If you choose well, you will be rewarded with the following benefits:

  • Smooth call routing experience

Every call will end up where it is supposed to get in the shortest time and with as little effort on the part of the customer as possible. No more of that “Sorry, wrong department!” confusion - you can be sure that the person to pick up the phone will have the time, skills, and expertise to handle the call masterfully.

  • Easy management of high call volumes

Thanks to the enhanced self-servicing and message relay capabilities, modern IVRs allow businesses to handle high call volumes with great ease, even in the most intense peak times.

  • Accurate assessment of customer satisfaction KPIs

Utilizing the post-call survey capabilities of IVR, businesses can get more accurate customer feedback than they would if they had their agents ask for that feedback in person. IVRs make it easy for companies to measure the customer satisfaction score in a friendly and discreet manner.

  • Personalized attention to high-profile callers

Considering the enhanced value of calls from certain customers, you can set up rules for your IVR to route such calls directly to top-echelon managers, personal managers, or other skilled agents who can provide the level of personalized care such clients seek.

  • Extended business hours

The self-service option provided by modern IVRs enables businesses to stay contactable and available to customers 24/7. Using your IVR menu even outside your typical working hours, your customers will always find a way to contact someone from your company in case of an emergency, leave a request with the voicemail, and retrieve some basic information on their own.