Interactive Voice Response (IVR) solutions are those technologies that automate the inbound calls by empowering the businesses to interact with customers with the help of voice messages that are pre-recorded with DTMF input using a keyboard. An IVR system communicates with customers and accumulates important information while routing the calls to the appropriate agents.
What are the different types of IVR systems in India?
- IVR System for Self-Service: An IVR system in India or automated voice empowers businesses to deliver high call volumes at a low cost. It can route calls, identity, and resolve customer queries without transferring to a live agent. IVR transfers the call to live agents only when there is a requirement for further assistance.
- Hosted IVR: With the installation of IVR solutions on a hostel software platform, it provides businesses access to the IVR supplication on the internet. It facilitates businesses in delivering 24*7 customer service even after office timings. Thus, helping businesses in gaining loyalty and improving customer satisfaction rates.
- Agent Assisted IVR: An agent-assisted IVR software provides a call center to optimize its operational costs while at the same time delivering consistent customer services. The agent can dynamically direct messages that are pre-recorded to initiate a conversation with customers, without them knowing about the involvement of the agent.
What are the few benefits of IVR solutions in the call center?
In the recent world, IVR solutions are used in various spheres like banking, health, retail, travel, and multiple other services. A seamless customer engagement is bought about by the IVR call center services that the company establishes. Here are some of the top benefits of IVR call center services that are discussed below:
- Enhanced Perception of Brand: A very important part of a business is to build a strong image in front of the customers. IVR solutions step in at the very first stage to build communications with customers, where they seek answers to their queries. IVR solutions help build a professional and strong impression by making the process interactive and interesting for customers.
- Preferable Growth of the Call Center in its Metrics: The deployment of IVR technology has helped call centers in improving their metrics. These metrics include various factors, for instance, average handle time, average answer speed, rates of call abandonment, first call resolution, etc.
- Quick and Easy Problem Solving: IVR solutions detect the problem a customer is facing and help in directing them to the concerned department in the company. This assures the customers that they are in the ablest hands to get that particular problem solved, leading to increased customer satisfaction.
- Increased Productivity in the Workplace: In the traditional method of customer service centers, maximum time was spent by the customer service operators to figure out the issue and then direct the customers to the appropriate department. With the advanced IVR solutions, all these hassles are gone, as the customer service agents can deeply engage in solving the issue rather than figuring out which department it exactly lies in.
For businesses trying to figure out which IVR provider is the best for them to acquire the above benefits, then here a curated list is being discussed to highlight the best in the Indian Market.
