Think of the last time you called the credit card company, the bank, or your airline—chances are, you spoke to an IVR. The IVR (interactive voice response system) has become ubiquitous: we've all experienced that pleasant, recorded voice that requests information, relays information to us, or both. IVRs are typically used to front-end call centers. Their purpose is to identify callers' needs, as well as to answer callers' basic questions and collect identifying information such as a customer's account number.
From a customer perspective, interaction with an IVR is often more efficient than speaking to a live person. From a business perspective, the service an IVR provides is unparalleled. Consider a corporation or government agency that needs to take surveys, gather customer data, or set up accounts. The best interactive voice response systems on the market can satisfy op to fifty percent of callers' needs without having to connect to a live person for these purposes. When implementing an IVR, businesses provide better customer service while saving money on staff and eliminating stranded investments in hardware and software.
A typical IVR recognizes callers' voices but also allows the option of key presses for rapid data collection. When selecting an IVR, businesses should also make sure the system has additional capabilities. An interactive voice response system should be able to connect directly to a business' database, so callers can receive real-time information. Prompts should be flexible and able to be set in one's language of choice, or even in multiple languages. Ideally, business owners should receive reports that show data such as number of calls received, length of calls, and options chosen. Telephony-based locator services are also advantageous: customers can find the nearest office or location simply by providing a zip code.
If businesses find an IVR that can be implemented quickly and has flexible architecture, they can save time, money, and avoid hassle in their communications; every call can make a positive, lasting impression.
Elizabeth Kelsey is a writer who lives in Tallahassee, Florida.
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