VR Increases Agent Productivity

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At a basic level, Interactive Voice Response frees human call center agents from the onerous task of having to field and route incoming calls by hand. This enables human agents to concentrate on higher value and more specialized activities that directly assist callers with more complex issues, or help in meeting the objectives of the business. IVR technology can also serve in place of humans by answering Frequently Asked Questions or by providing commonly requested information that doesn’t require high levels of critical thought.

The combined effect iraq telegram of these benefits is that call routing using Interactive Voice Response empowers contact center agents to prioritize the most urgent calls, and filter calls to the agent or department whose skill set is most appropriate for dealing with customer issues. This leads to increased overall efficiency and better first-call resolution rates.

4. IVR Provides Self-Service and Multilingual Options
We have already noted that many of today’s consumers like the option to solve problems or get the answers for burning questions on their own. An Interactive Voice Response system gives you the ability to configure problem-solving routines that make this possible, without the caller having to wait to speak with a human agent. IVR systems powered by Natural Language Processing (NLP) and speech recognition engines also allow callers to explain their problems or queries in their own words.

For organizations that deal with international customers or locally-based consumers who speak a range of different languages, there are Interactive Voice Response systems that offer multilingual options and settings.


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5. IVR Provides Financial and Labor-Saving Benefits to Your Business
Since Interactive Voice Response effectively eliminates the need for human switchboard operators, organizations that use IVR can save on the labor costs of employing such workers. At the same time, by efficiently and accurately routing incoming calls directly to the person or business unit most qualified for dealing with them, IVR helps to optimize the time and effort of support agents, while boosting customer satisfaction. Research by Super Office suggests that 86% of buyers are willing to pay more for a great customer experience — so providing this level of service also reaps financial dividends.

In addition to this, Interactive Voice Response systems are designed to handle large call volumes, and can scale with your organization as market conditions and demand change. This means that you can continuously address customer needs and provide customer satisfaction, thereby helping to improve customer loyalty and retention rates — which ultimately translates into greater profits.

6. An IVR System Boosts the Profile of Your Organization
A professionally designed and well-configured IVR system can give callers the impression that they are dealing with an efficient and high-profile organization that values their time and takes their problems and concerns seriously. This applies no matter the size of your business — so even smaller-scale enterprises can use IVR to project an impression of professionalism and courtesy that puts them on a level with larger competitors.

For larger-scale businesses, Interactive Voice Response systems can assist in maintaining consistency of approach to customer service throughout the organization and provide the tools needed for handling enterprise-level call volumes.

Whatever the size of your business, call quality remains a critical ingredient of the customer service mix. With a Bring Your Own Carrier (BYOC) arrangement, you can bring a network carrier of your own choosing, to add to your existing phone system. For example, IDT’s BYOC is compatible with all major communications platforms and provides increased global coverage while providing superior voice quality and the highest Quality of Service (QoS).

If you’d like to learn more about how IDT can assist in your Interactive Voice Response efforts, get in touch with us.

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