What is IVR, and how does it work?
IVR (Interactive Voice Response) is commonly used in advanced VoIP (voice-over-internet protocol) phone systems. It helps callers navigate menus to find the information or person they called for and access self-service solutions through simple and relevant voice responses. If you’ve ever heard “say or press one for customer support” over a phone system, you’ve encountered IVR!
IVR is the first thing you’ll encounter when you call a company or call centre that uses it. You’ll likely hear a pre-recorded message and then some phone menu options. That’s when you must “say or press one for customer support” or sales, services, etc.
How does IVR work?
Essentially, IVR is an automated software that collects information from callers to route calls and get them the information, department, or person they need. Additionally, an IVR can offer information and handle other tasks that don’t require a human agent. For example, IVR can help you make a bill payment over the phone or change your account password. IVR allows callers to track packages, check bank balances, or find business hours.
Businesses using IVR can set up multi-level menus. For example, you can have a prompt asking a customer to press one for technical support and then another sub-menu that allows them to choose the specific service or product they need support for. Then, the caller will be routed to someone with the expertise to help them.
IVRs can also triage calls, prioritize them and put them in a queue. This call distribution ensures you’ll get the next available agent that is best qualified to help with your specific needs. It can also help speed up the customer service process and lower on-hold wait times for callers.
Is IVR for you?
Your business could benefit from IVR if you have a high call volume. An IVR can manage and streamline your inbound calls if you’re struggling with high wait times and overwhelmed customer service agents. It will take the load off your agents so they can focus on assisting customers who need human service and speed up service for those who can use the self-serve solutions through IVR.
IVR can also reduce the need to transfer callers between departments. An organized system will guide them to the right department or person so they don’t have to be transferred, wait on hold, or call back multiple times.
Voice recordings for your IVR
Nowadays, setting up IVR is relatively simple. Thanks to cloud systems, you don’t need extra equipment and infrastructure to get it going. You can purchase licenses and set up user accounts, and most service providers will help set everything up and get you on your way.
On Air offers professional voice recordings for your automated phone system. Ensure your business makes the best first impression with professional, friendly, clear greetings and prompts. We’ll ensure your prompts are engaging, consistent with your brand and easy to follow.
Contact us to get started!