Many call center agents spend a considerable amount of time doing repetitive tasks, and answering the same questions over and over again for different customers. Although many of the same call centers utilize cloud IVR, most are using it for only about 30 percent of their business processes.
Cloud IVR, or Interactive Voice Response, can alleviate a large amount of routine calls when used correctly. Some of the routine calls that can be taken over by cloud IVR include common sales, services, collections, inquiry, and support calls to and from their company. Some of the other benefits that cloud IVR provides are cost savings, time savings, and increase productivity in the call center.
So if cloud IVR can be so beneficial to call centers, why aren’t they being used to their full potential?
There are a couple of things that may steer businesses away from enhancing their cloud IVR, but all can be prevented or corrected.
The first is lack of knowledge. Many call centers or businesses just do not have enough information about their cloud IVR to apply and utilize all of the features.
The second is lack of confidence. Some businesses worry that with cloud IVR, customers will get frustrated with the absence of human interaction. This can easily be avoided by allowing customers a way out of the IVR – those who prefer speaking to an agent should always be able to do so by pressing a button, like 0.
Cloud IVR can be a huge asset to all call centers and increase productivity, as long as companies do their research and have it set up properly.