Why your business needs IVR
Every call center has to confront two major hurdles in their day-to-day operations. One, the call volume is highly volatile in nature, often unpredictable during holiday seasons.
Two, staffing more call agents without a clear picture of the call traffic is expensive. Overstaffing creates the situation of resources remaining idle while understaffing can lead to poor customer service.
To address these two issues, your business needs a cost-effective, scalable and reliable solution. It is here that IVR comes in as a problem-solver.
An IVR system arms a business with several capabilities that will lighten the load for agents while simultaneously maximizing customer service efficiency.
Segmentation of calls
Segmenting calls based on their purpose will help route callers quickly to the specific department or function that is most appropriate to solve their queries. To make the segmentation of calls more useful for callers, multi-level IVR menus can be created new customers, existing customers, FAQs, choice of language, connection request to agent and so on.
Self-service customer service
IVR doubles up as a self-service customer portal that callers can use on their own without an agent’s intervention. It gives them the facility to access customer support resources at any time of the day or night, on weekends, holidays, even on a real-time basis at their own convenience. To cite an example, AlfKa, an online education platform, was able to reduce their average call handling time by automating their responses to FAQs with an IVR system.
Bulk call handling
A single agent can attend only to a single call at the same time. An IVR phone system can handle countless number of calls concurrently. Its bulk call handling capability helps a call center maintain key call center KPIs like Average Handling Time, Average Abandonment rate, resolution rate, etc. in a healthy state.
Prioritizing complex calls
An IVR gives the agent time to attend to complex calls that require deeper inquiry and interaction with the caller. IVR also ensures that the call is not related to any commonly asked queries which can be solved with canned responses. It gives time for agents to prepare for complex calls that might require extensive information collection, step-by-step instructions and so on.