Any self-respecting call center today should have an IVR system installed and running. For many experts, it is a must-install system when thinking about customer service and phone calls. IVR is not the future, it is rather the present.
Having it will offer the call center a series of advantages and truly interesting and useful results in call management .
What is IVR in a call center?
An IVR or Interactive Voice Response system allows users to interact with the telephone system without the need for an agent. It is the popularly called “switchboard” or “robot” that speaks, listens and responds to the user to direct them.
Older IVR systems allow users to be guided through different recent mobile phone number lead departments until they find the right agent for their query. Newer IVR systems are able to answer questions and resolve issues without the user having to go through an agent.
The advantages of an IVR system
Although this system, depending on the degree of implementation, has a cost, its main objective is quite clear: saving time and money . The results with a well-implemented IVR system can improve in a matter of days.
Improves call management:
handles the distribution of calls to specific departments, so there is no need to “pass” the customer between departments until you find the right one to solve their problem.
Cost reduction: The most modern IVRs are able to resolve problems 5 microtargeting best practices without going through agents. If implemented properly, they could save costs on real staff or allow them to focus on other tasks.
No desperation: A bottleneck is chaos for any call center . Agents are bgb directory overwhelmed, calls end up hanging, and customer satisfaction is destroyed in minutes. With an IVR, you can entertain the user for a couple of minutes without them knowing that you are making them wait.
