Businesses receive a variety of calls throughout the day, and it becomes difficult to respond to all the queries instantly. Most of these calls are general enquires, which eat up a lot of agent time. That’s why businesses want such a solution that can save time and achieve higher business success.
Now businesses are switching to various advanced call center technologies, Interactive Voice Response is one of them. Also, since customers want quick solution of their query; through IVR, businesses are capable of answering as fast as possible.
Interactive Voice Response is an automated phone system which plays a series of prerecorded messages when a customer contacts a business. Customers can interact with the IVR system via pressing keys on the keyboard or by giving voice input. After getting a response from customers’ end IVR system route the callers to the appropriate department based on their query.
It enables self-service which provides customers the options to reach solution on their own.
Interactive Voice Response technology has grown much in recent years, and now it is expanding wider.
According to Reuters,
“The Interactive Voice Response Market is expected to witness growth at a CAGR of 7% during the forecast period from 2017 to 2023.”
A few years back, Interactive Voice Response system handled only incoming customers calls, but now it is also used in outbound call centers. Now IVR simplifies handling of incoming customers calls as well as reaching more people.
IVR services add more value to your call center as it provides all the features which take your customer experience to the next level. Now let’s dive deeper into the benefits of both inbound and outbound IVR.
Advantages of Outbound IVR and Inbound IVR for Your Contact Center
Inbound and outbound both call centers are leveraging the benefits of IVRs. In an inbound call center, IVR enables customers by giving them self-service options. Whereas in an outbound call center, it helps to make loyal customer connections.
Furthermore, IVR is the perfect solution for businesses to deliver services based on customer demands. Here are some points that will explain how call centers are using Interactive Voice Response systems in different ways.
· Lead Routing
IVR services have multiplied as it streamlines business operations. Interactive Voice Response services can handle a massive number of calls and save lots of agent time. Inbound IVR automatically routes call to the appropriate department based on customer key selection.
Also, IVR services are cost-effective as businesses don’t need to have additional staff to attend calls. It ensures less hold time and increased customer satisfaction.
Through Interactive Voice Response system, customer service agents can spend more time to convert qualified leads instead of wasting time on unqualified leads.
Because more the time and value you add into customer service, the faster you get results in terms of revenue and loyal customer base. With IVR services, you can take off customer satisfaction to the next level and make your call center more productive.
· Business Promotion
For a successful business, product marketing is the primary operation. Because if you are running a business and not promoting your products and services, then you are not ensuring your customers and prospects know about you. That’s why businesses use many approaches to get recognized, such as push and pull marketing.
Basically, the idea is to promote products and services either by push marketing or pull marketing. The difference between both strategies is the way to approach customers.
Push marketing is when a business pushes products or services to customers whereas pull marketing is where a customer seeks it out. In both strategies, IVR services play an important role.
Businesses use outbound IVR for push marketing. Outbound IVR reaches out to prospects automatically via multiple channels like automated calls, SMS campaigns, social media platforms, and email.
In pull marketing, customers approach businesses either by asking questions regarding product/services or by showing interest to buy. Most of the times, incoming product/service inquiry gets lost among other calls. That’s why businesses use inbound IVR to handle customer calls. As inbound IVR routes callers to their desired destinations, that’s why it results in brand loyalty and increases customer satisfaction.
· Automated Reminders
Automated reminders are used to remind customers for their payment dates or subscription renewals. Interactive Voice Response system ensures this feature by automatically sending a notification to customers on the set dates.
Also, this feature helps in brand promotion by automatically pushing notification calls of sale and offers. All these actions are done without human intervention, and the Interactive Voice Response system ensures more convenient customer service by eliminating the chances of missed bill payments and subscription renewals.
Any business needs to take feedback from its customers. Because no one can evaluate a business than a customer. Customer feedback is necessary for business from the growth perspective as well. IVR systems are best fit for surveys, and many businesses are already using it to conduct surveys.
This method of surveying has become popular as it helps in identifying gaps in corporate standards and customer satisfaction level. IVR system plays a series of questions during the survey in which customers need to answer what they feel about services.
These survey help gain valuable feedback which businesses use to update business strategy and improve business operations.
Use of Interactive Voice Response results in increased FCR and CSAT, which are crucial call center metrics. These metrics ensure effective business communication and increased customer satisfaction. Basically, FCR (First Call Resolution) is the ability to solve query at the first time a customer calls.
Through IVR, FCR can be achieved as all the calls are routed to relevant destinations which ensure increased customer satisfaction.
Also, increased CSAT (Customer Satisfaction Score) is another important call center metric, which can also be achieved if you use IVR in your call center. IVR ensures skill-based routing, less hold time, and quick resolution which decreases the chances of unnecessary wait-time and frustration among callers.
Customer experience matters a lot to reach business heights and IVR services put more power in your hands. Integrate Interactive Voice Response services in your call center and strengthen your business operations.