An Interactive Voice Response (IVR) system is a technology that allows call centers to interact with customers through the use of voice and key presses to generate tones via a telephone keypad. Through these customer inputs, the IVR can direct phone traffic to the most appropriate department or person to deal with that inquiry, reducing the waiting time for callers. With increasingly sophisticated IVR technology being introduced all the time, some customer questions and services can be carried out entirely by the IVR system without having to speak to an agent. This will be familiar to people who have used services like automated phone banking recently.
So what are the main benefits to a company of using an IVR system in their call centre?
The primary benefit of using an IVR system in a call center is the ability to improve efficiency by automating routine tasks. Every time an IVR system handles a routine call without the need for a live agent to get involved, or steers a caller to the appropriate department without needing an operator to intervene, it allows call center staff to focus on more complex or higher-priority tasks. This can also reduce wait times for customers, making it a more positive experience for them.
Implementing an IVR system can also help a business to reduce its costs. Call centre agents can be expensive to recruit, train and retain in a company. They also need office space and other facilities. IVR systems can scale quickly, can be online 24/7, and often require fewer resources than hiring human agents. This means that staff can be utilized better in helping customers with more complex and non-standard issues that need an extra human touch.
Most people if asked would prefer to deal with a human agent rather than an IVR system but, when they are well-designed with a customer-centric approach, IVR systems can enhance the customer experience, improve efficiency and reduce costs. If the automated IVR system, directs people quickly to a resolution of their issue, they can get the answers they need quickly and get on with their day. This can reduce frustration and improve the overall customer experience.
IVR systems can collect data about customer calls and interactions, which can be used to improve the call center's operations and customer experience. For example, if the system detects a sudden large volume of calls about a certain issue, that could be an early warning of a wider issue. And if data shows that many people are getting stuck at a certain point of the system, that is an indication that a redesign may be required for that part of the IVR system.
A common complaint made of call centers is the constant queueing, shuffling around to different departments, and inability to get to the right person to solve a problem quickly. A properly implemented IVR system can route calls quickly to the appropriate agent or department based on the customer's responses, which can improve the efficiency of the call center and ultimately, improve customer satisfaction.
One key thing to bear in mind when implementing an IVR system is the design of the system. A well-designed IVR system should be easy to navigate, provide clear instructions, and offer a variety of options to meet the needs of different types of callers. For example, the IVR system should allow callers to easily access information about products and services, make selections or reservations, and speak to a live agent if necessary. An IVR system needs constant testing, analyzing, and optimizing in order for it to be as useful as possible for the customer and the business. A company is constantly changing and adapting and so should its IVR system.
Another important factor to consider when implementing an IVR system is the integration of artificial intelligence (AI) technologies, such as natural language processing (NLP). With NLP, an IVR system can understand and respond to caller requests in a more human-like manner, improving the overall customer experience. The addition of NLP and AI is likely to add to the cost of an IVR system but could pay dividends in the future in the form of higher customer satisfaction and greater efficiency.
The use of a well-designed IVR system in a call center can provide many benefits, including improved efficiency, reduced costs, and enhanced customer experience. By carefully designing the IVR system and integrating AI technologies, call centers can make the most of this valuable technology and provide a better experience for their customers. However, it should be noted that a poorly designed or badly implemented IVR system can lead to the exact opposite of the desired results. A poor experience can alienate customers, frustrate your staff and cause major disruption to internal workflows. Not to mention the reputational damage that can be caused.
To talk to an expert about how to implement IVR successfully into your call centre, contact Unifonic today.