Interactive Voice Responses (IVR) is the system through which automated telephony technology interacts with the callers and helps in gathering a certain information, which is then used to route the callers to the designated support. This is mostly used for customer centers and can be understood through an example. If you make a call to a customer services, you are greeted with an automated voice which asks you to press certain numbers to avail certain services. By pressing either ‘1’ or ‘2’, you choose your medium of conversation between two languages. These are either pre-recorder or machine generated. After we have understood what IVR is let us look at certain advantages of using these services:
1. Helps in attending to customers better- The IVR is quick and efficient. Since it is mechanical, it can navigate through some mundane questions and reach to the real problem solution easily. This is why it has gained so much popularity. This also ensures that quick services are dispensed to the customer and sometimes their problems are solved without reaching the customer care personnel. It is also designed in a way that the customer does not have to wait more than the designated time. Since these are not manually operated, they can be made available 24*7 hours a day.
2. They can be personalized- The apprehension of using IVR is easily dispensed with this feature as it can be highly personalized to suit the requirements of your customers. They are made available in a lot of languages and can also use the called ID of customers to get through name and address them in this manner. Tis created a close bond with the caller and they are bound to have a better experience.
3. Adds to the brand image of the company- The use of IVR creates an image that your company is so big that manual reception of all the calls is not possible. It also creates an image that you are dynamic and can make the best use of the latest technology to serve your customers better. This branding is not only good for your potential customers but also for your peers and collaborators. After all, in the present day it is only the brand that speaks for the company.
4. Reduces financial burden- The use of IVR will help you in cutting down of the cost as you will he requires to employ a fewer number of people for customer call service. The IVR covers the basic requirement and ultimately reduces the burden on the employees. You would need a lesser number of people to handle this department and it will reflect positively in the cost that you incur. You can also utilize the saved money into hiring professional and qualified people for the call service and make the experience better for your customers.
Voice Over Grid offers IVR voice over services in India and they will provide you with he necessary mechanisms to get it started for you.