Interactive Voice Response (IVR), is a type of call center software that basically computerizes communications with client calls. Call centers use it to create pre-recorded sounds which help customers in getting the right procedure to attend the appropriate agent. Call centers, banking sectors, and many private organizations use Interactive Voice Response. Therefore you can call it the most affordable robot in common languages.
There are some misconceptions about this technology like it is an auto attendant etc. Actually, the core idea behind this technology is to take the input from the customer and process immediate output. In this article, we will discuss top 5 advantages of interactive voice response system for your call center in 2018.
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Top 5 Advantages of Interactive Voice Response (IVR)
It increases call capacity
If you are a start-up call center, you can use Interactive voice response or IVR to direct callers to your agents. This technology can help your call center to increase its call capacity especially inbound calls. When customers will listen to the pre-recorded instructions, they can easily select the right department to solve their problems or give them the right information’s.
In another way, I can say, IVR system can build a solid trust-bridge among customers and call centers. This will automatically bring more traffic to your call center.
It saves answering talk time
IVR technology can help your call center in saving the answering talk time of your clients. Well, it is a good thing for a startup call center which entirely provides solutions to clients. Frontend IVR technology can be used to direct customers as they wish which means if they want to talk with the R&D department, it instantly redirects them to the right agent in this department. It reduces the answering talk time of your agents as they only answer on the topic that they know.
It solves issues before the agent
IVR technology is capable of solving different issues of customers before the agent receives the call. It means, when a customer wants to know about a particular product and calls on your toll-free number, he can listen to a prompted computer voice that will give him all the information. This not only saves the time of your agent but also gives the customer instant solution.
It is cost saving
IVR system does not require any extra hardware installation and you can easily set up on your existing computer. If you are a start-up call center, you may like this characteristic of IVR system which eliminates your additional cost. There can be more examples like if you have a few agents in your small inbound call center, you can easily set up the IVR to redirect calls as you want. This will lessen the work burden and save the extra cost of your call center.
IVR technology is highly customizable as per the needs of various businesses. It generally uses pre-recorded voice to guide customers and guide them to the right agent in call centers. If a bookstore wants to sell its books, it can customize the IVR as per its needs so as a computer selling the shop.
If your target audience is Japanese, then you can customize the IVR to speak in the Japanese language. It can be called the most inexpensive robot or the primary stage of artificial intelligence.
In this article, we tried to bring you the top 5 advantages of IVR system for your call center in 2018. We know there can be more advantages but we only wanted to point out the major advantages of IVR.
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