Interactive Voice Response (IVR) has been an inseparable part of the contact center ecosystem. It is a phone system technology that helps callers figure out a solution to the query without or the least involvement of the agent.
An interactive voice response is a pleasant voice that guides the caller to the right support agent. With such a technology, customers’ queries get resolved with minimal agent involvement and they can be more productive.
Integrating an interactive voice response IVR system helps minimize waiting times and streamline KPIs like the average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSAT).
Having said that, an IVR promises multiple benefits for the contact center. This blog uncovers the top benefits of implementing interactive voice response (IVR).
How Interactive Voice Response IVR works?
Generally, an IVR is the foremost thing callers come across when they reach out to contact centers to get grievances redressed.
Callers are greeted with a pre-recorded message on the IVR. Multiple menus on the IVR allow users to choose their concern(s). Though IVR can help resolve the query with the least involvement of the agent, all complex queries can be routed to the right agent from the department to fix the customer’s query.
Generally, the IVR system works in conjunction with automatic call distribution or ACD. Based on the information gathered by the IVR, the calls are routed/queued before the agent is available to provide the solution.
| 💡Also Read: How Does Visual IVR Improve Customer Experience At Contact Centers? |
Benefits of interactive voice response (IVR)
1. Cost-effective solution
Integrating IVR in contact centers is vital in cutting operational costs. It gathers the caller’s information before connecting to the agent which helps in increasing the FCR. Besides, the IVR can also create cross-selling and upselling opportunities with promotional adverts tailored to the customer’s requirements.
2. Boosts agent productivity levels
Interactive voice response systems can be of great help to sorting basic troubleshooting. This assists agents in focusing more on complex queries that demand urgent redressal and building stronger customer relationships to grow the business.
| 💡Download Use case: Reduce Call Volume with IVR Deflection |
3. Enhances customer experience
Jolted customer experience is the reason behind customers abandoning a brand. Gartner reported that a brand can lose up to 75% of its customers owing to a poor CX. However, integrating an IVR system can help streamline CX.
Customers can easily chalk out the solution by following the instructions of the IVR phone system. With zero need for holding the line or waiting to connect to the agent, customers can resolve the query on their own. This reduces the AHT, customer frustration, and improves customer satisfaction scores.
4. Access to data & analytics
Tracking contact center metrics can be simplified by integrating an interactive voice response system. It gives a bird’s eye view of the metrics like:
- Average agent talk time
- CSAT score
- Call volumes (inbound/outbound)
- AHT, FCR, and call abandonment rate
Based on the insights acquired, it becomes easier to track the customer journey & helps to carve out a strategy to make the experience even better.
5. Accessible 24/7 for customers
The best part of using an IVR system in contact centers is its availability around the clock. As the business expands, the customer base grows which demands better customer service.
Some queries need urgent redressal outside the agent’s working hours. In such a scenario, IVRs come to the rescue. Regardless of the time zone in which the customer is, he/she can access the IVR to obtain desired information.
This, again, helps to streamline different KPIs and refines the overall customer experience.
Progressive technology has helped interactive voice response systems to evolve. Today, visual IVR technology has become prevalent in contact centers across verticals. Understand more about it ahead.
Conclusion
Without second thoughts, the IVR technology is the game changer to steer the business toward its goals. Any business, regardless of size, can make the best use of IVR technology to scale results, improve brand image, and streamline contact center KPIs.
