What is an Interactive Voice Response Service and why does a business need it?
Interactive Voice Response or IVR is often found in call centres and is the automated part when calling a business. This telephony software allows a business to set up features that interact with the caller thought keypad or voice responses.
If you have made a call to a business and had to press one for … press 2 for …. Etc. this is an IVR
Initially it was only used to arrange call queues in call centers but has developed over the years to where it is used for simple processes, so that clients can have simple needs and queries resolved without having to wait in a queue for a call handler.
Inquire about account balance, Set PIN numbers or Change passwords are just some of the questions you may have been asked.
The Technical Part
To start with you required a computer to install the software with a telephony card and someone technical to set it all up. Now it can work with a cloud-based system. This means no more infrastructure, hardware, or specialists to maintain and manage the system.
Cloud Base IVR
Cloud base systems are easy to install and easy to set up. They give all businesses, big or small an option to interact with their clients and creates a good customer engagement and make your business stand out.
Set up an automated helpline, customized greetings, hold tunes, call recording, multilevel interaction, and reports, are just some of the actions possible.
Greet your client, with a few simple questions connect them to the right department or resolve the call within minutes.
Can I install on my Mobile?
Yes, once you have chosen your Cloud based provider you simple download the App. (you have several options, with different services and costs) Most will offer you the flexibility to select mobile, local, or national, or even toll-free numbers as the main number for clients to call.
Next, you will need to set up the way it works, what greeting do you want? ¨Welcome to (Business Name) ¨ Press 1 for accounts etc. Create the scripts you want the client to hear or action you want them to do.
Most of the Apps will give you a step-by-step guide to setting up.
Benefits of an IVR
An Interactive Voice Response Service benefits are about improving the client experience is just the start, getting them to the right person that can deal with the enquiry is a plus for the client but also your business, making life a little easier for your call agents or if a small business, could mean you can keep doing what you do, without interruptions from existing clients or not missing a potential new client with a continuous 24/7 availability.
Here at Telitec we have a system, that helps clients get to the right department, sales, customer service or technical but also in the right language. So, if you are looking for a new internet or mobile service then press for your language and then 2 for sales. Or click here and we will call you!