The
full form of IVR is Interactive Voice Response, is a technology that allows a
system to interact with human through the use of voice and Dual Tone Multi
Frequency (DTMF) tones input via keypad.
Companies
use IVR system to give reply efficiently for customer inquiries and save money
on employee salaries, some of the main reasons to use IVR systems are
1) Easy to Setup:
IVR’s
are easy to set up, only internet connection and browser is required to set up
connection.IVR will take time to setup you can use pre-recorded messages to
expedite the set up process.
2) A matchmaker:
Skills-based
routing can be designed to match customers with specific agents who are most
qualified to meet their needs. You can set the parameters of this matching; it
could be by department, language or skill of the agent as well as the caller’s
location, choices they selected in the IVR, etc.
3) Information desk:
An IVR can
be the best receptionist as it would accept all callers from any part of India
and present the data required by the caller without fail at any time of the day
at any month of the year! You can imagine the potential as many banks, educational
institutions, government departments, healthcare industries and even political
parties are using IVRs.
4) Your
own Brand ambassador:
A good
telephony service gives off the impression of being efficient and well managed.
With an IVR your customers will be impressed with your company’s
professionalism.
5) Examination evaluator:
For
managers being in the loop is very important and an IVR provide real-time data
such as total number of calls, average call time, average wait time, etc. We
also have a dashboard that allows managers to know each agent’s status as well
as which agents are on a call, who they are speaking with, and how long they
have speaking which in turn helps them evaluate good agents, the faults
in their service and so on.
6) Your telephone:
You can use
toll free forwarding facility for your
incoming calls. You can also setup conference calls using your number. Use
missed call service for a variety of purposes; generate leads, capture
feedback, conduct polls and do a lot more with the simplicity of the IVR.
7) Improve your professionalism:
You can use IVR system to improve company
professionalism. The IVRs will greet all your customers professionally.
8) Built-in Translator:
Few things
are more frustrating than trying to communicate in a language you’re not that
familiar with. Our IVR call routing can help ensure that customers can reach an
agent in their native tongue! They could a press number indicating
their preferred language or can utilize our special geo-routing feature which
identifies the state the caller is from and proceeds in the native language.
