Integrating Ivr For Improved Professionalism And An Enhanced Customer Satisfaction

By Author: Halina Ammon
Total Articles: 16

Interactive Voice Response (IVR) System is an automated telephony system that interacts with callers, gathers and gives information, while routing calls to the appropriate department. It can utilize either one or all the combination of voice telephone input and touch-tone keypad selection and provide appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media depending on system setup.

An Interactive Voice Response application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and the ability to record voice input for later analyses and usage.

With the advent of the globalized work climate, more and more companies are using it due to reduced cost, effective working and it being based on the cloud rather than setting up a separate system like earlier.

IVR system can be very advantageous for a company in various ways from providing efficient customer services to reducing working cost and resources for the company. Commonly, such application is used in :-
Banks and Stock account balance and transfer
Surveys and polls
Office call routing
Call centers
Simple order entry transactions
Places that require a Selective information lookup such as movie or work schedules.

Provisions of using IVRS:
Interactive Voice Response solution provides you with the opportunity to configure personalized IVR messages and prompts apart from providing pre-recorded messages to showcase  professionalism of your business. It helps in collecting information about the callers which would help in the future calls and provide the right response from the right person for the query, thus providing an effective automated customer service support.

It helps to prioritize calls based on caller’s value by saving information of pre-existing important clients , thus making sure that the company doesn't lose a high value customer to poor customer service or slow response time. Another important aspect of using such system is its ability to route the caller to the right agent or department most qualified to handle their needs, while also allowing the company to handle high call volume efficiently.
Small companies and startup can use IVR system not just for efficiency, but also to show professionalism and make the company look larger than it is by providing different options, although it would be a single person handling the calls for all the departments.

Key Benefits of Interactive Voice Response Solution:-
Easy to setup
Customer friendly
Allows you to have automated customer support
A personalized and customized experience for your customer
Reduced transfer errors
Prioritize calls based on value of existing high profile customers
Helps improve professionalism
Improves customer satisfaction by increasing agents and companies efficiency
Cost effective, affordable and profitable in the long run
Increases revenue

Thus the IVR system has become an important aspect of today's fast growing businesses that specially focus on client interaction and satisfaction. It is thus utilized in all contact centers or call centers and gives various advantages in providing a positive feedback to the customer. The system also helps the business to grow and takes out the possibility of human error or any factor that might affect the company's ability to provide efficient response to the customer.

As IVRS is automated, it doesn't require to sleep, take a break, a vacation or a sick leave nor does it get tiring thus taking the human factor completely out of the equation.