Interactive Voice Response (IVR)
automated system that allows callers to interact with automated phone system using voice and Dual Tone Multiplicity Function.
Best IVR service Provider in India 2022 at Great Price
IVR GURU
Irrespective of your organizations size and the industry, there are some common challenges for businesses like: Productivity Increment, Scalability, Distance working, Customer Data Privacy, Business continuity, cost effective techniques etc. These challenges can restrain the growth of business.
1. What is IVR?
Interactive Voice Response (IVR) is an automated system that allows callers to interact with automated phone system using voice and Dual Tone Multiplicity Function. IVR presents a list of options and ask callers to choose one option as per their need. Once the caller dials the option IVR route the calls to the department as per their need.
2. Why you need IVR?
1. Can communicate anytime from anywhere
2. No installation charges or maintenance cost
3. On Demand scalability
4. Enhance Customer Experience
5. Get Business intelligence
3. Customized Levels of IVR
Sr. No
Single level
Multi-level
1.
Single Level IVR has only one layer of menu option
Multi-Level IVR follows a nested structure which can extend up to “n” number of levels
2.
Used by small business who has limited numbers of departments provide a direct route to connect with their agents.
Used by large business organization.
3.
No filtration of calls is done, call are transferred direct to the concerned person.
Follows a precise approach of filtering and calls are distributed to the departments after filtration.
4. How IVR be beneficial to your business?
(a) Multiplies Your Call Handling Capacity
By using IVR your receptionist can handle 4-5 calls at a single time and can manage the calls easily because there are no chance of calls getting missed or unanswered. Therefore, IVR reduce the burden of your receptionist, and they can perform other tasks simultaneously.
(b) Makes Calling Process Error-free
When a customer/caller dial the IVR number, their call is answered and routing automatically to the concerned department. All calls are properly managed at the backend and thus there are negligible chances of error in comparison to a human receptionist.
(c) Saves Time and Money
There are no installation charges and /or any other hidden charges are involved in setting up IVR system. It works as a virtual receptionist and you need not to appoint a physical receptionist to handle the calls.
(d) Provides Customer Satisfaction
Your customers may feel unsatisfied when they have to wait in queue for a long time for connecting their call. After waiting for a long time, they might divert to other service provider. IVR provides the option of self service in which customer are not required to wait in queue. This process quickly resolves their queries and reduce the total call duration as well. Consequently, it builds the trust of your customers and boosts the quality of customer experience and satisfaction.
(e) Access Call Data for Analysis
IVR system in you organization helps you to keep the complete record of all inbound and outbound calls i.e. Call duration, received calls, missed calls, abandoned calls, rejected calls, dialed calls etc. This record used to understand the call flows, agent behavior and customer trends.
(f) Provides 24*7 Customer Service
Your customer can connect by IVR at any time and can have access from anywhere. If due to any reason he is not connected then there is option of “Leave a massage” and through call forwarding you can easily transfer the customer call on your personal phone number during the non-working hours.
5. Industries benefited from IVR
Every Industries wants their customer satisfied and providing high quality service. By offering IVR platform, where their customer can find best resolution of their queries. The Industries which are using IVR are as:
Healthcare Industry
Education Industry
E-commerce,
Logistics,
IT Industry,
Insurance,
Real Estate etc.