An IVR system can be an extremely useful tool in delivering your customers excellent customer service when it is implemented properly. You might have heard negative things said about IVR systems as customers are passed from department to department because the automated menu system isn’t sending them through to the appropriate person to deal with their query, however, this frustration is only a result of poorly designed IVR systems. We’re here to tell you what is so great about a sophisticated IVR system and how it can benefit you and your customers.
- Personalisation for the Customer
Using an IVR system might make you think that you’re losing the human touch in your successful customer service process, but that just isn’t the case. Even though you are using a machine for interaction you can still add that personal touch for the customer to make them feel like you care. A personalised greeting or prompt is a great way to seamlessly transfer the caller to a live agent who can then deal with the customer direct.
- Automated Operations
Free up your agents from standardised processes that are mundane and can clog up their precious time when they could be spending time better serving customers who require detailed information. Give customers the ability to serve themselves and obtain all of the simple information that they need to solve their issues through your expertly set up IVR system.
- Inbound Call Capacity Increase
With an IVR system your business can handle higher call volumes as all calls coming in are efficiently transferred to the correct department and live agent who are best equipped to handle the customer’s issues. Wait times and queue lengths are comparatively shorter than those which do not have an IVR system due to the inefficiency of their processes.
- Cost Effective
Improving the operational efficiency and productivity of your agents can sometimes prove to be costly whether that be through extensive training or new expensive processes, however, IVR systems are easy on the pocket and are a simple, cost effective solution. Eliminate the need for intermediary agents or receptionists who are there to route the call to the correct person or department with an IVR system and cut down on human error.
- More First Call Resolution
Customers tend to find that the most frustrating thing about call centres is the amount of times you get passed around departments and different agents before they get to the right one and are able to get the answers they need. An IVR system’s intelligent call routing will ensure that this is kept to a minimum and customers reach who they need to solve their problem first time, keeping call times short and sweet.
- Increased Customer Satisfaction
As your efficient IVR system directs calls to the right agent or department first time it is much more likely that your customers are going to get the information they need and their issues solved both quickly and on their first call to you. Also, with customers being able to answer simple queries themselves with the IVR system the quality of the customer service that they are receiving means