Want to Explore your Services With IVR System? We are here to help you out:-
IVR (Interactive Voice Response) also known as Auto attendant/receptionist, is a cloud telephony feature that enable machines to interact with humans and solve their queries on its own. Somehow, if user seems to be unsatisfied by machine attendant, call gets forward to a live agent. IVR Technology can deal with the number of calls in one go! Apart from identifying caller profile, authenticating and segmenting calls, IVR can also prioritize certain callers (high stakes) based on their status. They automatically collect call information for auditing, performance report, and further IVR enhancement.
IVR Stands for Interactive voice response which is reduce the support calls and cost of collection. IVR is a pre – recorded message which is play in when anyone call in big Organization like hospital, customer care Executive etc. It’s a technology that allows a computer to interact with human though the use of voice input via a keyword.
Till now, Interactive voice response system has never failed to manage large call volumes at lower cost! An IVR system (IVRS) accepts addition of voice telephone input and provides convenient responses in the form of voice, fax, callback, email and other contact strategy.
An organization can run an IVRS in the house either by purchasing the software and hardware required or can also go for an IVR hosting service. Through IVR, prerecorded greeting and menus become accessible to a customer by mobile keypad. Isn’t it interesting?
Nowadays, respected organizing is using this pre-recorded voice which is call IVR. After the IVR you don’t need receptionist for company there you can use IVR where it will forward Particular department where customer want to talk. Its flexible and scalable where it can seamlessly integrate with any IP PBX System.
Key feature of 3G Callnet Call Center Dialer Software- With multi-level IVR System, you can now route your customers to the right agent or department using a customizable call flow mechanism.
How IVR System Works?
IVR is software based pre-recorded voice message or menu options that customer can access through a phone keypad. IVR use the DMTF(dual-tone multi-frequency) signals as a line of communication between computer and phone. Computer use the card or telephony board to understand the DMTF Signals.
Interactive voice response system gathers information and routes to appropriate recipients, also provides a line of communication between computer and mobile through dual-tone multi-frequency signals (DTMF). By using computer telephony integration (CTI), the IVR system can call off a person who can view caller-related data on a display.
System of this technology is based on voice Extensible Markup Language (VoiceXML). VoiceXML is a programming language which comprises several components, including a telephone network, a TCP/IP network, a VoiceXML telephony server, a web server and databases. These entire components combine to give the best possible service to customers.
A Good Example is that when customer call in call center and then IVR is play and ask the right keyword. Here customer choose the right keyword and interact with the customer care executive.
Benefits of IVR System: –
MONEY SAVIOUR
Companies, no matter big or small, can take advantage of all the benefits without worrying about the technical aspect, hardware costs, and computing budgets·
FEEDBACK
You can expand your ability, and to get feedback from customers with surveys that populate your database from your IVR solution.
TIME SAVIOUR
Answering phone calls takes a lot of time and as, not every call deserves the attention of a trained employee; IVR is always there to answer most of the frequently asked questions.
SATISFIED CUSTOMER
Now calls can now be answered on the first go, which in turn reduces customer wait time and cuts call volume, saving time for both company agents, and the customer, resulting in a happy and convinced costumer.
AVAILABLE 24/7
IVR systems are always available to customers regardless of day or time, and won’t allow breaks to dictate and limit employee availability. With IVR, customers have unlimited access to a company as they can receive service whenever needed.
APPROACHABLE
Running whole company with a single number make it easy for customers to reach.
IVR System has shown tremendous results and growth rate in fields like:
- Finance and Investments: IVR can effectively handle several bank interactions with phone callers, and also provide the simplest ways to increase the level of customer satisfaction by enacting call to a specific department at any given time. EX: Real Estate, Insurance, Banks, etc.
- Healthcare: This technology has become an organized way to easily manage calls that usually fall under different categories such as, admitting office, hospital administration, doctor’s clinics, specialized units, laboratory and other hospital services.
- Education: By the use of IVR many educational Institutes have helped their students with their study related queries. Getting educational stuff in an explanatory and fun way has attracted and influenced students towards studies!
- Dealing with modern technology: IVR has made it simple for everyone to interact, and deal with frequently changing technology, EX: mobile updates.
- Business: Booking hotel rooms, Airline tickets, shopping has become convenient. Only this much? No! IVR is making grand changes in the business world.
Inbound calls
Call initiated towards a company/call center by customer or employees, come under Inbound Calls. Rather than telephone, agents can also communicate with costumers through email or chat. These types of call centers are designed only to receive calls and are customer based.
Outbound Calls
Call initiated by the company/call center agent towards the costumer on behalf of the company or client, come under Outbound Calls. These calls are typically made for lead generation, sales, spreading campaign, and most importantly publicizing brands.
Why an IVR System is Essential For your Business?
Scale with ease
Productivity is scaling continuously at a fast rate as through IVR clients are routed to the most qualified agents, allowing agents to resolve cases more quickly and assist more possible clients.
Support remote working
Anywhere! Anytime! Yes because of IVR you can solve your query whenever you want to. No matter where you are, feel free to contact your customer service.
Reports and Analysis
With IVR it is easy for a company to analyze data, and make reports of customers and clients. This helps the company to identify their position in the market, and compare their services with competitors.
Help Your Employees Deliver Great Service
As most of the calls are answered and solved by IVR, It has become easy for the employees to tackle issues and deliver great service.
Leave an Impression
As, client is happy and satisfied at the end of the call, brand image is created! This is quite obvious, if you feel good after interacting with a certain company, you will surely look forward for their products and/or services.
Ideal for dealing with a high influx of callers
An ideal IVR can deal with almost 30 calls in one go, Which makes it easier for a company to deal with the number of calls effortlessly.
Smart call routing
Interestingly! With this technology, caller is routed to agent expert in that particular field, by navigating caller’s source.
Route calls easily
As a whole company is running on a single number, client find it easy to contact company, also call is directed in the right direction for a better service.
