Six Reasons to Get an IVR
March 08, 2011
Today, organizations use IVR systems in call centers all over the world to provide automated service to their customers every day (sometimes thousands of customers a day).
IVR systems automate functions such as call answering and routing, caller identification (passwords or questions) and interaction with organizational databases.
But what are the benefits for organizations?
1. By automating, organizations are saving money and resources that they can direct towards other parts of their business (e.g., instead of 50 live agents, they have 10 to handle certain functions).
2. With unlimited lines for calls, organizations can eliminate busy lines (first-ring pickup every time), extended rings before answering and call queues, which all improve customer service.
3. First-ring pickup (extended rings add up with hundreds or thousands of calls over the course of a day) and shorter calls (i.e., less expensive calls) are more efficient and less costly not only because of the shorter duration but because of the automation (organizations aren’t paying live agents).
4. It’s an obvious one, but automation is still relevant given the state of the world economy and the need to staff fewer employees.
5. When calls go through to sales or technical support personnel, they come with information on the caller (through IVR and CRM integration), which speeds the service process and facilitates more personalized service (“Hello, Mr. Jones, how can I help you with your money market account today?”).
6. Automation provides 24/7 service (organizations don’t have to staff night personnel, which can require higher wages) and uniform service (exactly the same every time—no personnel who are tired or having an off day).TMCnet publishes expert commentary on various telecommunications, IT, call center, CRM and other technology-related topics. Are you an expert in one of these fields, and interested in having your perspective published on a site that gets several million unique visitors each month? Get in touch.
Edited by Juliana Kenny