What is Interactive Voice Response (IVR)?
The majority of Australian call centres usually use interactive voice response (IVR) software systems, which is a type of telephony software. The IVR system is a method of interacting with callers through a series of automated menus, often giving customers the option to self-serve to resolve their issues faster.
It is common for IVR systems to play a recorded greeting and announce the menu options to the caller, and then connect them to the most qualified agent or transfer them to a queue, or facilitate self-service actions, such as providing an account balance or the operating hours, and then guiding them towards their desired outcome.
A caller’s response to the menu prompts presented by the interactive voice response (IVR) system is either done by pressing the keys on his or her phone’s keyboard or by speaking the response, according to their preference.
It has been proven that interactive voice response (IVR) systems, when configured according to the customer’s experience, can play a crucial role in ensuring that call centres are more efficient as well as providing better service standards.
The cost of labour can be reduced by enabling self-service, for example. Furthermore, when the interactive voice response (IVR) system is integrated with other systems, the data that is collected and incorporated into the IVR system can be used in the implementation of “screen pops” which are designed to help agents begin the interaction sooner.
Even though intelligent routing is often negatively viewed by consumers, IVRs can sometimes be a real-time saver for the customer, because they can facilitate a better customer journey.
To manage multiple call centres from one IVR system, it is necessary to have a powerful system. In addition, they can handle thousands of DNIS (dialled numbers) at the same time and provide each one with a unique greeting and menu when they call.
When, for instance, a company advertises a different phone number on a TV commercial than they do on their billboards, an interactive voice response (IVR) can be used to play the appropriate greeting to the customers who call in response to that particular television commercial or present them with different menu options.
There are many Australian companies today that use different phone numbers for different purposes, for example, different phone numbers for service and sales.
The core technology of call centres continues to be interactive voice response (IVR) systems. The use of these tools in a wise manner can have a positive effect on the quality of service provided.