Contact centres have become a crucial part of any business. They can be the difference between a deal-breaker or deal-maker for a businesse. However, one of the most common complaints customers make about contact centres are the excruciatingly long hold times.
In addition, it has been seen that if a call centre agent is unable to resolve the customer’s issue and route their call to a senior staff member, they have to repeat the same information to resolve their issues. All such issues can lead to high call abandonment rates, poor customer service and worst of all, customer attrition.
In the present business environment, where customer’s expectations are constantly increasing, contact centres need to find ways to optimise their customer service delivery to ensure customer satisfaction and loyalty. Here is where IVR comes into play.
What is IVR?
Interactive Voice Response (IVR) is a feature within cloud-based contact centre solutions used by organisations and businesses to provide automated customer service and support. It is a computer-based system that interacts with customers through the use of pre-recorded voice prompts, touch-tone inputs, and text-to-speech voice recognition.
IVR systems are typically integrated with front-end systems like customer databases and phone lines, which makes it easy for customers to access and interact with the IVR system. Customers can access the IVR system by dialling a toll-free number or using web-based portals or other interactive platforms.
When customers access the IVR, they are generally presented with a series of menu options and prompts. Customers can use the menu to select their desired option. The IVR will then ask them questions, provide information, or even route the customer to a live customer service representative if necessary.