Interactive Voice Response, or IVR, is a powerful tool for handling calls. No matter if you are a small business or large enterprise or what is your team’s size, It can benefit you by reducing wait time and improving the overall efficiency of the operations. IVR enables self-service and intelligent call distribution, so that the customers interact with the IVR to get the required support without the involvement of an agent.
In this post, we discuss all the business benefits of IVR systems, how businesses can capitalize on them and 11 ways to boost service and curb abandoned calls.
1. Cost Saving
Call routing via IVR takes on some of the smaller functions, and because they are repeated frequently, an IVR can greatly reduce costs and effort involved.
Businesses save on manpower and time, since less agents need to be assigned for the same amount of calls. IVR’s increased efficiency also means increased ROI, and one’s agent to call ratio is lower.
Example: Instead of hiring 10 additional agents during peak hours, an IVR can route calls efficiently, reducing overheads while maintaining service quality.
2. 24x7 Availability & Self-Service
Benefits:
- Customers do not have to wait to talk to an agent for information.
- Agents can handle other types of support, since routine help is already automated.
Example: A customer, wishing to check on the status of his order late at night, can just as easily do so using IVR.
3. Improved Customer Experience
Impact:
- Calls are better handled with less waiting.
- Navigation becomes easy, with quicker support.
4. Scalability and Flexibility
Example: Festive discounts and campaigns may result in spikes of call flow that is not seasonal in nature. An IVR can be a perfect fit for easily managing these larger influxes & can automatically distribute them efficiently across available agents.
5. Multilingual Support
With the IVR system businesses have the advantage to manage their customer interactions through various languages apart from English.
Impact:
- Serves customers in areas with a heavy population of non-English speaking customers.
- Expands customer reach.
6. Smart Call Routing & Quick Response
IVR is programmed to distribute calls to appropriate agents automatically, and features such as Auto Call Distribution (ACD) are important for larger call volumes. Agents experience lighter workloads as customers receive faster assistance.
7. Automated Information Gathering
IVR systems can collect essential customer information before connecting to agents. This allows for personalized support and improves CRM efficiency.
8. Minimizes Human Error & Operator Fatigue
Impact:
- Errors in connecting calls are reduced.
- Agents experience less stress because their workload decreases significantly.
9. Business Insights and Reporting
- Volume of calls during certain hours of the day
- Hot hours during which businesses are more busy
- Some of the most frequently asked questions in call flows
Impact:
- Businesses can improve their evaluation of staffing requirements.
- Improves first call resolution (FCR) and customer satisfaction (CSAT).
10. Post-Promotion Campaign and Activity Tool
Example: Customers receive a short IVR survey after a product delivery, giving insights into satisfaction and service quality.
11. Consumer Independence & Extensive Reach
Impact:
- Customers have greater control over the flow of information.
- IVR reduces call congestion and other operation-related delays.
Inshort!
- Handle increased call traffic with ease and less agents.
- Manage staffing needs & resources better.
- Decrease abandoned calls and waiting time.
- Boost the professionalism and experience of your business for customers today by adopting IVR.
