Using an IVR
IVR (Interactive Voice Response) systems are rather simple to use. The purchaser
of such a system typically gets training, installation, maintenance, and support
through their purchase of an IVR. Using an IVR system is something that must be
learned through training. The vendors of these systems will typically outsource
training to another company. These consulting companies come in to the purchaser’s
organization and train the employees on using an IVR system.
Using an IVR system in business today is very useful and very commonplace. In organizations
that have call centers, support centers, and the like, need a computer system to
organize and distribute incoming and outgoing calls. Since humans cannot orchestrate
such a task, computers and software bundles are used.
Using an IVR system can provide:
- Hold music while calls are in queue
- Menu options for callers to choose from
- Ability to locate the appropriate group for the caller
- Ability to handle multiple incoming calls
- Functions to transfer calls
- Ability to hold conference calls with multiple users
- Features for live meeting calls and interactive sessions.
Using an IVR system is simple. The typical IVR system can handle both incoming and
outgoing calls. For incoming calls, the process starts with menu options. An example
of such a menu would be:
- “Press 1 for billing questions”
- “Press 2 for a service outage”
- “Press 3 for our sales department”
- “Press 4 to hear our hours of operation”
- “Press 5 for all other options”
If the caller pressed 5, there might be another series of options such as:
- “Press 6 to start or stop service”
- “Press 7 to hear an update of service in your area”
- “Press 8 to hear these options again”
- “If you would like to speak to a customer care specialist, press 9.”
Using an IVR system is very simple for callers too. They will feel comfortable in
knowing that they are being sent to the right department and they will not be wasting
time speaking to someone that cannot help them. Also, the voices chosen for companies
using an IVR system are typically calm, friendly, and upbeat.
In addition to services for incoming calls, there are also services for outgoing
calls when using an IVR system. Some of these features are:
- Predictive Dialing
- Automatic call routing
- Random number assignment
- Recording tools
- Monitoring tools
Bundles of IVR service can be expensive. However, the added benefits in productivity
can more than pay for this service. Companies using an IVR system can expect the
return on investment within the first few years of implementing the IVR system.
Also, employee retention is said to be higher for companies using an IVR system
because the work is easier, more organized, and easier to track. Companies can rest
assured when purchasing this type of system that the company providing the service
will be with them from implementation through everyday use. Typically a service
contract is drawn up and the purchasing company will expect a certain amount of
reliability from the system. The provider will always promise to uphold this agreement
and give support when needed.
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