IVR self-service benefits refer to the uses of IVR by a specific person or organization with a favorable environment for the growth of businesses. Most individuals who have the passion to learn about information and technology are quite familiar with the IVR system for call center business.
IVR system for call center definition
Interactive voice response (IVR) is a kind of call center software that enables callers to course their calls to the fitting specialist or agents. It let the client take the directions that are preloaded and pick the right option to talk with the eligible executive from a particular department.
For instance, If a client needs to deactivate his service he dials a without toll number which prompts him to press a specific button to go to the deactivation office. This encourages the buyer to get profited as well as constructs a solid trust-connect between the specialist and the clients.
Interactive voice response is a methodology through which call centers prompt their customers to improve sales. The IVR technology is not bounded by a single function but distributed with discrete functionalities that are known as IVR features. There are many IVR features that are being used by contact centers these days. But here is a list of most important IVR features below.
Fax to mail
Fax to mail is a feature allows its customer to send and receive faxes. It permits you to receive faxes in your mail ID globally.
Out dial prompting
Out dial prompting is one of the important IVR features that allow call centers to switch to different option when their customers are busy.
The lunch program is an IVR feature that allows call centers to run multiple call or program as per their requirements.
The web-based reporting feature has a user-friendly interface which allows call centers to the graphs of calls on hourly to yearly basis.
A touchtone detection is a type of feature that call center used to help the customer during OTP and PIN number entering.
Call transferring feature of IVR system allows call centers to transfer the call of the callers easily.
- IVR system for call center
- Corporate IVR system
- IVR system for health care
- Mobile-based IVR system
IVR self-service benefits
What is IVR self service
Self-service IVR system is a type of modernized IVR system that uses the data of call center CRM to give an appropriate solution to the customers. However self-service IVR is used by many contact centers that have a large customer base.
What are the benefits of IVR self service
Configure a personalized IVR message and prompts
IVR self-service allows call centers to record customized greetings, messages and prompts. So when your customers call, they will have a more personalized experience. “Press 1 for product” taken to a new level. This is one of the important IVR self-service benefits which enhance your company’s customer service.
Use pre-recorded IVR messages
To use pre-recorded IVR messages is an essential IVR self-service benefits for call centers. If you don’t want to use your own voice on the IVR you can pre-record a message. It makes Professionalism easy.
Collect data from your callers
IVR to collect information of your customer’s requirement and transfer calls to the right agent or department depending on their IVR input. There is no chance of transferring a call to the wrong agent or department.
Automate customer support
IVR allows the customers to solve their own problems and get their solution without speaking with an agent. This is the important IVR self-service benefits which save the time for the call centers.
Manage high call volumes
IVR system allows call centers to handle high call volumes easily. Callers will automatically be directed to the agent or department that is most capable to resolve their issues or will wait in a line when all agents are busy.
Improve a company’s image
Call centers can utilize IVRs to influence it to give the idea that their organization is bigger than it really is. On the off chance that you just have a couple of individuals in your organization, you can arrange IVR prompts that enable guests to converse with deals, support, showcasing or specialized help, and so on.
IVR self-service benefits: conclusion
Interactive voice response is an important tool for call center business. In this article, I presented a discrete analysis of IVR self-service benefits, IVR product. I hope this article will help you to understand interactive voice response.