An IVR (Interactive Voice Response) is an automated phone system which helps a business to deal with incoming calls via pre-recorded voice messages and a menu of options. The caller will typically be prompted to press a number on their keypad or follow a series of voice prompts. It's a very effective way of handling calls, reduces the amount of manual work required and can go a long way to improving the caller experience.
Today businesses use IVR to route calls, get the caller to the right department, pass on information and answer customer queries more efficiently.
What Is an IVR Service?
An
IVR Service is an automated phone menu which allows the caller to interact with the business without having to speak to a person. When you call it will play you a recorded greeting and then present you with a menu of options.
For example, a caller might hear:
- Press 1 for Sales.
- Press 2 for Customer Support.
- Press 3 for Billing.
- Press 4 for General Information.
When the caller makes a selection, the IVR service automatically routes the call to the proper destination.
This process helps businesses manage multiple incoming calls while making it easier for callers to find the assistance they need.
How Does an IVR Service Work?
An IVR Service uses an automated process to deal with incoming calls. The caller goes through a series of steps in the menu to select their option.
1. Incoming Call Connection
When a customer calls the business the IVR picks up and plays the automated greeting.
2. Welcome Message
The system kicks off with a pre-recorded welcome message. Businesses can of course tailor that welcome message to their own situation with their company name, their opening and closing times and their menu.
3. Menu Options
Once the welcome message has finished, the caller will hear a menu of options. They can either press the number on their keypad corresponding to the option they want or follow the voice directions. One useful feature of an IVR is that it can provide automated responses when the staff are away.
Can an IVR Service Handle Calls Outside Business Hours?
For instance if a customer calls after business hours they'll hear a message explaining the company's operating hours.
Depending on how the system is configured the caller may well be offered information about the services available, may be able to leave a voicemail or may be able to select another option.
This way customers can get the basic info they need without having to have an operator on every call.
Is an IVR Service Suitable for Every Business Size?
IVR services can be of use to both small businesses and the larger, more established companies.
A small business may only require a greeting and a few menu options. A larger business will typically require menus for a number of departments, multiple menu levels and more sophisticated call handling.
The key thing is to pick a setup that works for your business.
Having lots of menu options isn't necessarily better. The objective is to get the caller to the right place without making it any more difficult than it needs to be.
Final Thoughts:
The way a business takes calls can have an impact on the customer experience. An IVR Service is a fairly straightforward way of managing the call flow through the use of automated greetings, a menu system and call transfers.
From the first call to linking the caller with the right department, every step can be configured to match business needs. For businesses searching for a solid comms solution and a good IVR, Callcentersolution.in is definitely worth a look.
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