We are pretty sure you have heard “Press 1 for Sales”, “Press 2 for Support” and so on when you dial to a company phone line. This is not a new thing for you, but many companies still lack this in their company’s phone system. In this blog, we explain the importance and benefits of IVR in building your contact center customer experience.
Within the modern business world, it is no secret that service-based businesses experience significantly higher levels of customer satisfaction and retention through the use of cloud call center solutions. These contact center solutions meet each one of the customers’ actual needs, solving all concerns and problems with no hassle at all. Whilst customers can handle a lot of standard procedures by themselves, it is not uncommon for them to require agent assistance for more complex tasks. By using interactive voice responses, companies are able to get the very best out of contact center solutions. Here are the ways in which this technology helps you to achieve your goals.
IVR Can Be Used For Routine Calls
One of the major benefits of using IVR is that standard calls can be solved without requiring an agent. Instead, agents can use their time on more complex problems and matters. IVR, therefore, is used for standard calls which can be resolved quickly by customers with some simple guidance. This can include everything from phone number updates, minimum due payments, questions regarding opening hours and frequently asked questions that have fixed answers. As a result, your agents are able to focus on more complex tasks that filter through these results. Depending on the number of low complexity tasks in your system, it is possible for your agents to have a significantly lower workload and higher productivity as they will no longer have to deal with simple jobs that can be done with an automated system.
Immediate Pass-Through
It is important to note that not all customers want to interact with an IVR. Many customers may ask to speak to an agent immediately. No matter how complex or sophisticated your system may be, these customers will not be pleased. They will ignore the pleasantries and press the combination of numbers required to get the call center agent’s attention. In the Nubitel system, we help you to identify your VIPs when they are dialing as we will prioritize their calls and have your representative answer to their inquiries in a fast manner.
With more advanced systems, they can get through to a highly skilled agent. Such systems recognize a frustrated customer and will send them through straight away. This agent can help them to deal with their frustrations, turning an otherwise negative situation into a positive one. Whilst this result is not the easiest to achieve, it can be done if the customer hasn’t been frustrated by a no-escape IVR.
Informed Outbound Calls
IVR enables for better and more productive voice-to-voice conversations, especially those arising from call routing. The customer can get to the right representative who can provide them with fast, efficient answers. On top of this, IVR also produces informed outbound calls. Systems can track and store customer IVR navigation data, which can then be used in order to identify the target customer with specific outreach efforts. For example, if a customer uses the IVR to find out information regarding a particular vaccine, they will be happy to receive a call from a nearby pharmacy.
Real-time Statistics and Reports
IVR can be used to deliver real-time operational statistics as well as efficiency benchmarkers. It is possible for executives to look at the numbers throughout the day and use them as a guide to enhance any future communication efforts. They can also compare them to historical figures in order to see if the company’s communication methods are developing. If they are not, or have even worsened over time, then solutions can be implemented in order to improve the overall customer experience.
In general, IVR is very easy to use, set up and deploy into the daily operations of the business. Businesses can use IVR to significantly lower operational costs, improve customer satisfaction and heighten the overall efficiency of agents as a whole. Here’s a Free Trial for your business to try out some of our advanced features to engage better with your customers.
