Interactive Voice Response (ivr) system – Interactive Voice Response Technology (or IVR for short) is a much talked about technological phenomenon that has enabled automated interactions with telephone callers and cut down on the need and cost to have human control over certain types of phone calls.
This has been hugely beneficial to the likes of the banking and energy sectors, where so many calls are often queries and inquiries related to support or their accounts that could quite easily be dealt with by an automated operator, thus freeing up other agents to take sales calls and deal with larger issues that could have a huge benefit on their company’s sales and overall success.
Here are five reasons why your business should invest in IVR technology:
1. Cutting Costs
The cost to have IVR solutions at your company will be far exceeded by the amount of money your business saves as a result of having them installed. There is so much time taken up on simple tasks that – through no fault of the customer – could quite easily be dealt with by voice recognition service that results in an automated response. If you are just looking for cinema times, flight schedules or order statuses, it doesn’t need to be a human being that you speak to, as long as the end result is the same.
2. Increased Profitability
Let’s say that each member of your team are answering 100 calls a day, and 30 of those are queries that could have been dealt with by the IVR’s automated service, imagine how much money in increased sales you could potentially be flushing down the drains by having your telephone agents answer calls that the IVR technology could deal with for you. For a huge company, this could be millions of pounds or dollars every year. Just by installing IVR systems, you could increase profitability and see your company make more money and more progress as a result.
3. Improved Customer Service
When a customer calls through to a business during a busy time, they don’t want to be left on hold for a lengthy amount of time, particularly if the reason why they are calling will not take much more than five minutes to sort out. For this reason, IVR solution will enable a customer to go straight through to the automated service and have their query dealt with right away. A positive experience that takes little time at all will make for happy customers, which is something that every business strives for. IVR is definitely a step in the right direction for the speed of delivery of customer service.
4. 24/7 Connect Times
IVR systems don’t have lunch breaks, cigarette breaks or any other kind of break for that matter, which means that they can operate 24/7, something that looks so good for your business in terms of customer service and reliability. That said, more difficult inquiries may have to be directed to the normal working hours, but for the most part, this is a huge advantage for the company, and customers will love that you have these lines of communication open 24/7.
A businesses reputation is everything, and IVR can definitely help towards improving this or maintaining it. For a start, just by having an automated telephone service, even the smallest company looks like it is a bigger operation, and more professional. A telephone that continues to ring without being answered can be incredibly damaging for a company, but an IVR system can be set-up to answer within seconds, and with the options to have answers to customers’ questions within seconds, this can drastically improve your businesses standing and reputation in your industry.