How Can Ivrs Help My Business

An IVR, or an Interactive Voice Response Telephone System

, is how many businesses choose to conduct their operations these days. An IVR enables computers to recognize voice as well as keypad inputs. It is possible to set up the IVR system to interact with audio messages that are pre-recorded and to guide users through specific menu options. This helps in easier resolution of service issues and also helps organisations collect intelligent data for further analysis. Using IVR also reduces the number of calls the customer service agents may have to personally answer because a good percentage of customer queries may be resolved by the IVR itself. This is especially true when customers call just to find out what is new with the services that the company offers or to request for features to be activated. Here the interface can be broken down into a few simple menu choices. Organisations using IVR can significantly improve the productivity by reducing the need for agents to be on standby to handle even routine customer enquiries.

One of the biggest benefits of using an IVR is that it frees your client interaction from geographical constraints. An IVR can help you place customer interaction services anywhere in the world. Even if it is in a different time zone, you will still stay on top of things. In a global business scenario, IVR helps increase profits to a considerable extent.

There are also other benefits to Interactive Voice Response. Customers can access several departments easily and the system also allows automated call transfer as required. It handles multiple call instances and also seamlessly integrates with other systems and processes that are in place. The IVR can be preset to transfer the call to a live customer service agent in case the recorded menu options are unable to resolve the issue faced by the customer.

Businesses who do not cater to their customers 24/7 are likely to lose them quicker than they realise. By using IVR, a significant percentage of customer issues can be resolved through the menu options themselves thus preventing the need to staff your call centre with more customer service agents so that more calls can be dealt with.

There are many telecommunication companies such as Numbertalk that offer sophisticated call management features that include IVR on all non geographic number ranges such as 0800 Numbers, 0844 numbers, 0845 Numbers, 0871 numbers, 03 numbers, premium rate numbers, freephone numbers etc. To know more, visit the Numbertalk website.

by: Kieron James

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