An IVR (Interactive Voice Response) is like a modern operator. Also known as auto-attendant or virtual assistant, it automatically connects to any call and it’s mainly used to streamline the communication flow. Even if the company has only a few departments, there are many reasons why it should have one.
Why use an IVR
If you are a provider, you can help your business customers by offering all the advanced communications features a strong Unified Communications platform like VoipNow delivers. If you are a business owner, ask your provider for advice on how you can make your communications with customers more efficient.
Let’s find out how an IVR can help businesses regardless of their size or industry.
1. Reduce the burden on reception staff
In small organizations, an IVR can help a company save money on a receptionist. Instead of hiring a full-time employee with an average salary of $31,110 per year, SMBs can use an IVR to send calls in the right direction. The IVR can list out specific departments and even certain employees if the company only has a few workers.
Even large companies can benefit from an IVR. By filtering callers to the right party, receptionists can focus on helping in-person guests. They can receive packages without keeping customers on hold and help people navigate to the right place. This creates a positive first impression for visitors who feel heard and helped when they arrive at a business.
2. Empower call center employees to provide better service
An IVR does more than guide calls within a business. It can also improve the call center experience. According to a survey by Ozonetel, the average caller in 2020 waited 37 seconds to speak to a live agent. This is a significant improvement from 2019’s average of 79 seconds. As call times get faster, your customers will grow accustomed to this quality service. They won’t have the patience to sit in a customer queue until an operator can properly direct them.
With an IVR, customers get faster the results they want. By selecting their exact problem, they get to talk to a specialist who is able to help them. For example, an internet service provider can direct customers who want to change their services to one helpline and those who need IT support to another set of specialists.
Using an IVR in combination with specialized help departments makes it possible to assist customers quickly—and more efficiently.
3. Provide automatic updates
In some cases, a business might provide information to customers on demand through a call center. Similarly, an IVR allows customers to input a pin number, tracking number, or another identifier to receive information without speaking with a representative. For example:
- A traveler can call into a number to see where their luggage is or where their gate is departing from.
- An electricity user or credit card customer can call to hear what their current balance is.
- During Christmas, kids around the world call 1-877 HI NORAD to learn where Santa is on his trip around the world.
With these calls, customers don’t necessarily want to talk to a human representative or work through a large department menu. They want a quick piece of specific information. An IVR system makes this possible, which in turn, makes customers’ lives easier.
Guide your customers to choose right
Having an IVR on top of their communication flow can help your business customers save time and money. It reduces the burden on reception staff while helping call center employees assist customers faster. This allows a company to provide better customer experience, which in turn enables them to profit in the long run.
Finally, the IVR is an important part of the whole call center experience, making it a powerful tool, which you don’t want your business customers to overlook. Because when they are more successful, you are more successful as well!