Title: How IVR Improves Productivity in the Call Center
1How IVR Improves Productivity in the Call Center
2Introduction
- What is your interpretation when we say the term
IVR in the telephony industry? Not sure? - Then, lets try to figure out what IVR means?
- Well, IVR stands for Interactive Voice
Response. To understand this in more detail
Interactive Voice Response is a system that is
used for identification and segmentation purposes
in a call center. - It also enables the call center software to route
the caller to the most appropriate agent. - An IVR system is always integrated with CTI
(Computer Telephony Integration) and ACD
(Automatic Call Distribution) technologies to
allow interaction between the Computer-Telephone
and for proper call routing. - Since now, we have got a slight idea about what
IVR is, lets us look into its importance in
todays call center environment.
3- IVR plays a significant role in the best call
center software as it helps a call center in
providing an efficient and uninterrupted calling
process. - If you are running a call center and your primary
motive is your customers delight with the
services offered, then it becomes extremely
essential for you to handle the high call volume
on daily basis in an effective manner. - For which you need to have various software
equipped with the latest technologies that can
help you in a seamless management of customers
calls consistently.. - And that can be easily achieved with the help of
IVR. Not just that it can also play a crucial
part in the growth of your business.
4Creation of personalized messages for IVR
- IVR provides a contact center with an option of
creating personalized options or messages for
your customers. - By using this feature of an IVR system a call
center can add a personal touch in their service
which helps them in giving personalized service
experience to their customers. - Using this characteristic can help a call center
in making a strong bond with their callers in no
time.
Using pre-recorded or default messages in IVR
- The main objective of a call center is to provide
their customers with an exceptional service
experience. And believe it or not one of the
major constituent of a remarkable experience is
professionalism. - Because of this reason a lot of contact centers
prefer not to use the customized messages.
Instead, they can use the default IVR messages
along with their call center solutions which
ensures professional service every time.
5Information collection
- The most common problem faced by the call center
agents which is also very frustrating for a
caller is multiple call transfers. - Thus, it is very important for a contact center
to try and minimize the number of transfers as
much as possible. And this problem can be
eliminated with IVR. - And IVR system records and collects customers
information and preference when the customer is
interacting with the system. This ensures that
the customer is routed to the most suitable agent
based on the input provided to the IVR. - This method can be used for fast and correct call
transfers adding to the customer satisfaction.
6Allows automation of customer support
- Apart from the routing of calls to the most
suitable channel, IVR can also be used for
automation support in a contact center. - With the help of customized message feature, a
call center can provide solutions to the common
problems. - This will allow customers to get answers to their
queries without even talking with an agent. - It can also be a contributor in reducing the call
volume of a contact center.
7Call prioritization
- It is an unstated fact that a high-profile
customer is very important for a business as it
can greatly affect the reputation and
productivity of the business. - So, to make it certain that a contact center is
never losing a high-profile customer is it
essential to provide them with fast and quality
service. - Using the call priority option of an IVR system,
an incoming call from a high-profile customer can
be routed directly to the most suitable agent. - And in case all the agents are busy, then the
system can automatically re-route their calls to
the waiting queue giving them the top priority,
so they do not have to wait in queue for a long
time.
8Call routing
As an IVR system is always incorporated with an
ACD system. so, it is guaranteed that the call is
routed to the most suitable agent every time
making sure customers always experience a good
quality of service.
Prosper in high call volume
- As IVR makes call routing easier for a call
center, it allows them to perform effectively and
showcase their best performance when dealing with
high-call volume. - With correct routing, the resolution time is fast
and wait time is low which adds on to an
exceptional service level.
9Helps in building a good image for your contact
center
- Along with providing a great service experience,
IVR can also play a role in building a good image
for your contact center, especially for the SMEs. - By using IVR the SMEs can give an impression of
being a larger contact center than they actually
are. Also with less staff using IVR for support
automation can help them in fulfilling their
customers needs without requiring an agent.
10Benefits of IVR
Since now we have seen different features of an
IVR. Its time to understand how these features
can benefit a call center. Some of the main
advantages are as follows
Increased service quality
- As an agent gets the call based on their skills
and specialization it directly reflects in its
performance. - The agent will be able to resolve issues quickly
and effectively when he/she has more knowledge
about the subject thus increasing the service
quality.
11Increase company efficiency
An agent working in a contact center using the
IVR will be more competent when handling issues
matching their skills. Thus reducing the number
of escalations or call transfers to the other
agents can add to companys efficiency.
Increased customer satisfaction
The IVR systems reduce call volume, increases
availability and agents performance. All these
characteristics result in improved CSAT.
12More professionalism in service
- As a customer service representative, an agent
needs to be very professional while interacting
with a customer. - But not all agents have the same level of
professionalism so the level of service changes
based on the way they interact with a customer. - But with IVR the call center management can make
sure that every caller gets the same quality of
service in the first contact. - As the first contact can build an impression of
service, they are going to have through the
overall business transaction. And so it is very
important to have a good and professional
experience in the first contact.
13Reduced operating cost
- One of the ways in which a call center can make
more profit and improve their ROI is by reducing
their operating cost. - However, some of the things like investment in
agents training and hiring are very critical to
maintain a good quality of service and thus
cannot be compromised. - Other less important things like hardware,
storage devices, need of additional staffs are
something which a contact center can fine-tune to
reduce the operating cost. - An IVR system completely replaces the traditional
technique of having a receptionist to transfer
calls and at the same time provide more benefits.
14- It is multipurpose, error-free, more quick and
effective way of handling calls and can be used
to reduce the operating cost. - It can also help in getting the customers
feedback without requiring any additional work or
software. - So, from all these above points we can easily
make out why IVR is one of the most used and in
demand technology, especially in the customer
service. - But for this idea of having an IVR system in your
call center will become even more adaptive, if we
can see a real-life situation and see how IVR
played a vital role in controlling the situation
through this case study.
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