IVR - Interactive Voice Response System

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. 

Onsite deployment

On-site deployment a.k.a on-premise deployment is the traditional model for setting up an IVR system. The IVR phone system is set up within the organizational data center along with any other telephony systems that the business is already using.

The entire IVR logic, customer data, software & hardware are housed within the organization’s physical premises. This gives the business complete control over the hardware and software of the system. 

Hosted deployment

In hosted deployment, the telephony hardware and software are on-site systems that are owned by the business but located in a third party's location. The business remains responsible for buying licenses, relevant software and devices required to run the call center along with the IVR system.

However, the deployment and subsequent maintenance will be managed by the third-party. A recurring management fee or similar consideration is usually paid for the services rendered by the third-party. 

Cloud deployment

Modern-day IVR systems are devoid of any hardware or software requirements. They are hosted on the cloud and can be launched immediately, almost an on-demand. The IVR logic, software and the relevant hardware, including data centers are owned and managed by the solution provider.

The solution provider takes care of rolling out software updates and maintaining the hardware. The business pays the solution provider a recurring periodic fee for using the IVR phone system.

Canned responses for FAQs

According to Microsoft’s 2018 State of Global Customer service, 66% of customers prefer using self-service first rather than engaging with an agent. IVR systems with their canned responses to FAQs can act as a self-service portal for callers. They help in saving time for both the callers as well as agents. 
 

This saves time for both the callers as well as agents. Also, the call center can reserve the agent’s productive time for better purposes like attending to high-priority calls that need hand-holding or step-by-step instructions.

Address high call volume at lower costs

Under the hood, IVR is a computer program - a software that is programmed to work according to predefined rules or to be specific, in response to a phone’s dialpad triggers. Since it is a software that can work unmanned, the cost to attend 50 calls or 1,000 calls or more remains the same. 

There are no additional costs associated with the fluctuating call volume. As a result, IVR systems help keep the call center’s call handling costs consistent and restricted to a bare minimum even when call volumes are unpredictable. 

Customer service

Businesses can automate recurring customer service requests by identifying and segmenting customer calls based on keypresses. For example, customers can choose from menus, the option to raise a complaint, talk to a customer care executive or request a callback. Also, customers can pick the native language in which they are most comfortable in receiving support.

Office administration

Large business houses with globally distributed offices and a diverse range of departments can simplify inter-organization communication with an IVR. An IVR menu can be designed that connects callers to admin, facilities, finance, HR, security and so on. It will help cut down dependencies on personnel and automate the entire administration process.

Order tracking

In eCommerce and in on-demand services, customers need instant information about their order statuses, delivery progress and so on. An IVR system can help customers track their customer support ticket status, online order delivery status, etc. without the restrictions of business hours, geographies, etc. IVR systems can also be used to remind customers about pending bills, services that are nearing expiry, promo offers and so on.

Feedback collection

Evert popular brand collects customer feedback that helps them fine tune their offerings and improve customer service. But, manual feedback collection is not easy either. No customer would be readily willing to quote something favorable or unfavourable when asked. An IVR can aid in collecting feedback consistently by keypad presses for star ratings and CSAT scores.