Top 10 benefits of using IVR System in your Call Center

What is IVR System?

IVR Call center software is a machine-driven phone system that greets and directs callers either through  DTMF (Dual Tone Multi-Frequency) tones or speech-recognition technology. Its primary purpose is to act as a substitute for a phone operator, arbitrating who speaks with whom. IVR expands as Interactive Voice Response, and common uses include call routing and call center dialer.

IVR’s purposeful use is for managing giant volumes of inbound calling and decreasing customer service costs while boosting positive response from customers. Its main goal is to help customers in solving their problems on their own, either by listening to voice prompts or inputting responses via the keypad.

Here are Top 10 Benefits of Using IVR at the Call Center:-

• Accuracy:- If you have a receptionist to respond to your calls, there’s a strong possibility that in the hundreds of calls answered daily, a couple of them will end up at the wrong place. But, with IVR auto attendant its responsibility of the client.
• Jack up productivity:- Directing callers to the perfect branch or staff member to solve their issues, i.e,  less time is spent consulting with colleagues to find the appropriate answer or transferring the caller around until their expectations are fulfilled. The less time you waste in figuring out stuff, the more leads can be converted.
• A solution in one go!:- When a customer is routed to the finest employee for the service they require, questions are often answered and problems are solved in the first attempt. That results in satisfied clients and a more efficient customer service department.
• It increases inbound call volume:- If your call center uses IVR to direct callers, then more calls can be answered altogether. With long-established reception, there would be a flurry of please holds or funky hold music while clients awaited transfer. IVR enables a higher call volume as customers transfer themselves! 
• Collect data about your caller:- IVRs collect information about your client's needs and will relocate calls to the most suitable agent or department relying on their IVR input. When calls are supervised to agents using this technology, the chances that the caller will be transferred to the inaccurate agent or department will be remarkably reduced.
• Managing high call volume like a piece of cake:- IVR systems allow call centers to easily handle high call volumes. Callers are automatically directed to the most appropriate agent or department which are capable enough to meet their needs or will wait in a queue when all agents are occupied. Some IVR system also provides the caller with the option of getting a return call by an agent rather than waiting in the queue.
• Improve your company’s image:- Call centers can use IVRs to make an illusion that their company is larger than it actually is. If you only have a few people in your enterprise, you can configure IVR technology that enables a caller to talk to sales, support, marketing or technical support, etc. Despite what department the caller chooses, they will be directed to the person on your team allotted to answer all calls. With an IVR your clients will be impressed by your company’s professionalism.
• Saves Time:- Customers these days demand fast service. As today's population prefer independence and want to solve problems on their own, businesses are opting IVR services in order to successfully enhance their capital and services.
• Cost Reduction:- IVR is a real money saver! a recent study showed, when compared to live chat and telephone-based customer service, IVR seems to be cheaper. Apart from saving capital IVR system also improves productivity by enabling agents to have quality conversations with customers that have more probability to become lead.
• Priority-based calls:- IVR System allows the company to place calls based on the priority given to the customer. Customers added to the priority list get the benefit of coming in front of the waiting queue when all agents are busy.

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