When you call an organization, you want to be helped quickly and efficiently. Modern means of communication such as chat and Whatsapp help with this, but telephone contact is also still unprecedentedly popular. While that once meant getting stuck in an endless queue, today an IVR provides a completely different experience. What is an IVR and what are its biggest advantages?

Starting at the beginning: what is an IVR?

IVR stands for Interactive Voice Response, also known in proper Dutch as interactive voice response. It is a system that uses a series of menu choices on the phone to connect the caller with the most appropriate employee, or the most optimal self-service option. We all know the examples: “Press 1 to speak to a help desk employee,” or “Press 2 to query your balance. This is how you offer callers a richer customer experience.

Why an IVR?

More and more people choose so-called non-voice channels such as chat and Whatsapp, voice channels should not be missing from a good call center. Speech is simply more popular with older generations and it is also often a godsend for more complex problems.

What are the five biggest benefits of an IVR?

1 Higher FCR rate

By deploying an IVR, call flows are optimally distributed. Thus, the right request reaches the right person and each request is handled as quickly as possible. This allows call centers to reduce waiting times, handle higher call volumes and increase FCR rates.

2 Higher customer and employee satisfaction

An IVR provides a personalized customer journey based on customer profiles. It thus saves customers time and frustration, resulting in more satisfied customers. It also ensures higher satisfaction for employees. After all, they receive only those requests that they can actually handle. This is good for their self-confidence and turns your employees into true ambassadors.

3 Better brand image

Of course, that higher customer satisfaction also creates a better brand image. By treating your customers’ time nicely, ensuring personal interaction and providing more efficient customer service, you create a positive brand image. That, in turn, creates more loyal customers.

4 Real-time customization of the customer journey

With statistics on things like IVR navigation and abandonment rates, it is possible to adjust the customer journey in real time based on those insights and thus improve the customer experience on the fly.

5 Lower costs

Because your staff can work more efficiently, customer cases can be handled in a timely manner. That, in turn, ensures a higher ROI. At the same time, you need less IT support, which in turn reduces operational costs.

The challenge

Very few people enjoy talking to machines. It’s as simple as that. The younger generation can get frustrated by the slowness of phone menus, while for older people it can be too fast again. So it is extremely important to think carefully about the design. Make sure menus are not too long – four choices is the maximum number. Make sure there is no information overkill. Use a professional voice talent so that menus and information are very intelligible. If you pay attention to this, an IVR can be a good addition to your call center strategy. And make sure you use a smart IVR that uses artificial intelligence.

What is a smart IVR?

By deploying a smart, modern IVR, you can shorten menu choices because customers are already recognized based on their phone number, for example. This immediately creates an idea of what the customer is calling about. For example: Customer x has placed an order that is still “pending. That information is known to a company and that can be used to guide the customer through an IVR faster. More importantly: This makes it easier to link the right employee to the customer, who also knows which customer it is and what the question might be about.

Application of artificial intelligence in an IVR

If you further combine such a smart IVR with AI-based speech recognition, a caller can talk to the IVR. Thanks to AI, the customer is recognized, not only the phone number, but also the questions the customer asks and whether the customer is happy, neutral or angry. Important information that can help both the caller and the agent make the call immaculate and hassle-free.

Inspired?

Do you want a call center that is ready for the future? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your organization. Want to get acquainted first? Stay informed by signing up for our newsletter.