An Interactive Voice Response (IVR) is a telephony technology that will interact with your customers during a call to put them in touch with the right person as quickly as possible. Thus, IVR allows you to answer 100% of calls while automating some or all of them.
It is important to have a well-organized and multi-level IVR to avoid increasing the abandonment rate. In order to get the most out of it, the main benefits are.
What are the main advantages of an IVR ?
Better customer experience
An interactive voice server allows the customer to select the right options from the voice menu and to be quickly put in contact with a qualified agent, thanks in particular to the optimization of call routing, who will be able to respond to their request. In this way, the customer feels accompanied throughout the entire process.
the many features, as well as a well-organized IVR system, save the customer time and provide a smoother experience. The customer can optionally choose to be automatically called back. In addition, operators, in turn, benefit from better management of waiting time. They can better assess each customer’s waiting time in order to support them while they wait.
Call center performance
Now we know: IVR automates a number of tasks! Agents will therefore have more time to carry out other tasks. As a result, IVR helps to reduce call center costs. Indeed, agents will no longer have to be trained to perform certain tasks.