All businesses can benefit from an interactive voice response system. For a call center though, an IVR is vital. This technology can let you control your call volume. This is essential if you don’t have the bandwidth to take on all of your inbound calls at once. Here’s how it can help your business:
What is a Call Center IVR?
A Call Center IVR acts a virtual receptionist. It interacts with your callers via virtual menus and collects required caller data. Once the system processes this data, it can then direct the caller to the most appropriate agent.
Benefits of Using a Call Center IVR
Call Center IVRs offer numerous benefits. Here are some of the most common:
First contact resolution – One of the biggest goals for a call center is first contact resolution. Using an IVR can help direct callers to the right agent, which increases your first contact resolution.
Customer service – An IVR tool can help increase your agent performance. They will prove more proficient when solving customer problems. This will inevitably make for happier customers.
Decrease operational costs – An IVR can help save you money as well. Since the tool automatically distributes calls among your team, it replaces a receptionist.
Prioritize high-value customers – All of your customers are important. Nevertheless, it is always the case where some callers are a higher priority. An IVR can distribute those callers to your team quicker. Also, customers with simple problems can often solve their own issues with self-service options.
Improved call routing – IVR systems, as mentioned above, make the calling process easier and more satisfying for your customers. This means that you will experience less caller abandonment. Your callers will also not have to be transferred between agents nearly as often.