IVR (Interactive Voice Response) call center technology enables the phone system to recognize voice instructions and keypad inputs as commands which ultimately aid callers to the desired customer service representative or department. This interactive communication tool allows companies to stay afloat the competitive telecommunications industry, as well as provide callers a satisfying phone experience.
As this hosted IVR system enables incoming calls to be managed and directed, businesses benefit knowing each caller is appropriately and easily transferred, and their inquiry/questions will be addressed by an employee who has extensive knowledge and is inept to handle calls dealing with the specified subject matter.
Another significant benefit gained by introducing hosted IVR to your business is its 24/7 service, ultimately reducing the number of missed business opportunities. With IVR options being limitless, this telephony technology can have a varied range of the type of questions and inquiries it can process.
Although IVR is of value, it is important to note that giving callers access to a live representative after the series of IVR options is essential. If the caller is directed from one menu selection to the next, it is possible they will become frustrated and hang up; it is unlikely that this prospect will be recovered. Providing superior customer service is, after all, the goal of every contact center. This can be done effortlessly by incorporating the right call center technology.
IVR telephony technology can improve overall call center efficiency via excellent customer service and a more organized formula at which call center customer service representatives receive calls.