Contact centers are the hubs of an interconnected web of information. Information interchangeably flows from all directions, from calls, social media comments, and web chats.
Therefore, yours requires cloud call center software to boost business efficiency. A great place to start is Call Center Studio’s contact center software. This software helps you onboard a variety of features that boost efficiency. These features also reduce costs, enhance the customer experience, and more.
Today, we highlight one of those technological upgrades: IVR, or interactive voice response system. This system enables you to enhance your customer experience automatically. This piece includes all the information about it.
What is IVR?
An IVR system is an automated technology that actively interacts with callers. These interactions gather information from the caller and route them to the appropriate resource.
Several IVR transformations have occurred, such as the intelligent virtual agent IVA. The difference between IVR and IVA is that IVA uses artificial intelligence. This way, it’s able to solve complex queries, offering a more natural customer experience.
What Are the Benefits of Using IVR?
Imagine a contact center with a streamlined communication channel. In such arrangements, all callers get help in the shortest time possible. Getting redirected to resources like blogs and FAQs reinforces this. The agents have ample time to advance their careers and enhance service delivery.
These are some of the perks of an IVR system in a contact center. Below are the exact benefits that make the above possible:
Improved Efficiency
IVR systems boost a contact center’s call volume. This reduces wait times and allows your center to resolve common questions faster. Integrating your IVR integration with CRM enhanced this efficiency tenfold.
Improved Customer Experience
If you don’t meet customer needs, you significantly damage your business’s customer experience. An IVR system helps mitigate delays in mundane tasks that clients contact you for.
A working interactive voice response system facilitates account balance checks and password changes. It also assists with payment checks and appointment scheduling. It does all this without engaging any of your agents. This availability enhances the customer journey through consistent service delivery.
Cost Reduction
The automation that IVR systems bring on board minimizes the contact center’s expenditures. This automation reduces the need for a large staff, which lowers operational costs.
Enhances Data Collection
The data an IVR system collects during the initial calling stages is vital. Your business can leverage this information to streamline the caller’s process. For example, this information can help an agent resolve the issue raised faster. This eliminates information repetition, further boosting customer satisfaction.
The data you collect could also help optimize the center’s services, training, and investments.
What Is an IVR Pin? How Does IVR Work?
An IVR pin is a secure numerical code caller input to verify their identity. Callers use this pin when sharing sensitive information, such as account access.
An IVR system uses hardware and software elements to interact with the caller. Here is a step-by-step explanation as to how that happens:
- Call initiation is the automatic call-answering capability of the IVR system on calls.
- Greetings and menu options are the pre-recorded instructions. These messages give the caller a list of services to select from.
- Caller input involves the caller selecting the service they seek. Sometimes, the caller can use their voice to select the service.
- Authentication is optional, but here, a caller is asked to input their IVR pin. The IVR system verifies the information against the database to which it has access.
- Service or information provision is the system redirecting the caller to the best help.
- Call routing occurs if the caller doesn’t get help in the previous step. It also occurs when callers need to speak to live agents.
- The end call is the final step. The caller ends the call, or the system automatically cuts the connection.
What Are the Common Features of IVR Systems?
Similar to a house, an IVR has building blocks. Homes require bricks; IVR systems have the following as their standard building features:
- Automated Call Handling Capability: An IVR system has multiple call-handling capabilities.
- Menu Navigation: A caller accesses a menu with options that direct them to the best resource. This menu is usually relayed as ‘Press 1 for Support, Press 2 for Sales. ’
- Data Collection: An effective IVR system asks callers for identifier information to speed up routing. This information can include account details, full names, and other information.
- Speech Recognition: IVR solutions for small businesses also feature speech recognition technology. This technology listens to, understands, and processes spoken responses and commands from callers. This exchange allows for a natural conversational interaction.
- Call Routing: Call routing connects the caller to the most appropriate aid. It bases the matching on the client’s needs and agent skills.
What Challenges Are Associated with IVR?
Despite the benefits that IVR systems bring, sometimes they can also be challenging. Here are four main issues and how you can solve them:
- User Frustration: If you don’t correctly set up your IVR system, it will frustrate everyone. The remedy is to design simple-to-navigate systems with clear instructions and responsive redirects.
- Security Issues: A data breach breeds compliance and data security issues. One solution is to ensure you issue IVR pins. Another is to only allow authorized personnel access to this information. Install robust firewalls and other encryption solutions to keep your client data safe.
- Maintenance: Your IVR system must possess links to updated resources that offer the best help. To curb this, ensure your IVR system vendors help you with maintenance.
- Integration: Integrating IVR with other existing systems can be a hassle. Get software from IVR system vendors that integrates with what you already use.
IVR Systems: Blessing or Curse?
An IVR system helps you onboard amazing perks to boost your contact center’s operations. It automates call handling, offers navigation options, collects data, and routes calls. This, in turn, boosts business efficiency and the customer experience. It also reduces costs and helps you optimize resource allocation.
Still, if you don’t do it properly, it causes frustration and delays. Thankfully, you now have the solutions to these issues.
IVR is a blessing, for sure! Call Center Studio’s cloud call center software offers you an IVR system. All you have to do is contact Call Center Studio and get it installed.
