How to Use IVR in a Call Center?

  Call center solutions have become quite popular among businesses. From businesses to call center software providers everyone emphasizes unique features like an automatic call distribution system, auto dialer software, CRM integration, and more. This has started ignoring the value of conventional yet really important features like an interactive voice response (IVR) system. The advanced software will have smart IVR software integrated into it. 

What is an IVR system? 

An interactive voice response system indicates how it works. An IVR solution will play different voice prompts to the users and users can interact with the voice prompts using voice commands or a dial pad. 


What is a smart IVR solution? 

The smart IVR software integrated into the call center software lets businesses implement smart actions for businesses using this interactive voice response system. The traditional system lets customers get answers to commonly asked questions. Unlike that, the smart IVR solution helps in taking various smart actions like paying bills, retrieving accounting information, verifying user identity, and taking other actions. 


How to use an IVR in the software? 

The call center solutions usually have an integrated interactive voice response system with a graphical user interface. The GUI panel simplifies using this software. It is extremely easy to edit an existing IVR menu and add a new IVR option or menu with the GUI panel offered by the call center software providers. 


Best practices to use IVR: 

The smart interactive voice response system use also defines the best practices to use this software. Let me share the best practices to use this software or features of the call center software more effectively. 


1. Keep personalized greetings 

The IVR solution providers give auto attendant as a basic feature in this software. However, the best way to use this feature is to add personalized greetings instead of using the same voice greeting for any call and campaign. For example, if your incoming calls depict existing customers with an issue, then your IVR greeting should be different. On the other hand, if your incoming calls are coming from existing customers with a sales inquiry or common question, then the IVR greeting message should be different. 


2. Always add an option to talk to agents 

Many companies love using automation features available in modern contact center solutions. It is obviously awesome to implement automation features to save resources, but what is even more important is to let customers choose whether they want to interact with the voice prompts or talk to agents. Always give the option to let clients interact with the agent. 


3. Learn the difference between an IVR and ACD 

People often get confused between an IVR and an automatic call distribution system. Both are different and need to be used as per the right application. 


Concluding notes 

In conclusion, the IVR system has fascinating applications in businesses. The software must implement the best practices of using it more productively and efficiently. This can help in boosting customer satisfaction and engage them at the initial stage. 


If you are looking for smart IVR software or a call center software solution with IVR, we can help you. We are one of the top call center software providers. Contact us for more details. 

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