Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. IVR systems can be prerecorded or dynamically generated audio to direct callers on how to proceed or transfer them to the agent that would be most helpful for their inquiries. An IVR system can be used to control almost any function where the interface can be broken down into a series of simple steps, making things like checking your bank balance or paying your electric bill much easier for you and the company.
One way that IVR systems can prove priceless to businesses, (but is rarely utilized) is through customer surveys. Many businesses don’t think of IVR systems as a way to obtain vital information for KPIs, but IVR systems can determine customer satisfaction without spending agents’ valuable time to do so. Customers’ answers to the question “How can we improve?” can help call centers better understand what they should be focusing on during training, where their phone systems are lacking, and what the company as a whole should be doing differently. A recent study (http://returnonbehavior.com/2010/04/5-steps-to-keeping-your-customers/customer-retention-graph-2/) shows that over 65% of customers lost by a company are due to an attitude of indifference on part of the service provider. By asking your customers questions about their satisfaction, customers will develop the sense that you care more about just making a profit.
Surveys taken through IVR systems can serve as critical data for how your services and products are valuable to your customers. IVR systems can also help you determine who your customers are, a vital statistic for your marketing team. Sales will also increase once your business knows how to improve and better meet customers’ expectations, as customers will enjoy working with your company.
Not knowing where your company is falling behind on customer satisfaction will certainly lead to disaster, but receiving detailed customer feedback via IVR systems can ensure that your business can continue to grow and meet customers’ needs.