While there are plenty of people out there who hate "talking to machines" as they put it, and would rather speak to a real person, the role of the auto attendant IVR – Interactive Voice Response – system cannot be understated.
To that end, Telecoms World, the U.K.'s biggest supplier of so-called 08 and 03 numbers, has unveiled a new auto attendant system that should prove very valuable to businesses of all sorts, especially those that deal with large numbers of incoming calls.
Telecoms World's IVR auto attendant system allows for each different business to set up the system according to its various needs, providing an initial welcome message that reflects the brand, and at the same time, provides a series of options in terms of routing calls, according to need or department. This ensures that not only do customers not have to face down busy signals, but they get their call answered, along with an expression of gratitude from the company itself that the customer called in the first place.
What's really important about an IVR auto attendant system, though, is how the system can improve on overall customer service efficiency. With an auto attendant, customers get their call routed to the best possible person to handle that call. Those calling about billing don't have to talk to the sales department, for example, or those interested in buying something won't have to go through tech support to get there.
An IVR auto attendant gives customers the best chance to get their specific needs addressed by those parts of the company that are best placed to address those needs.
The need for new equipment and training in an IVR auto attendant system is minimal – in many cases, most employees don't come in contact with the system itself, so much as they come into contact with the processed results of that system. For those businesses that run on statistical analysis, using a Telecoms World IVR auto attendant along with an 08 or 03 number from Telecoms World allows for the use of a statistical tool online that lets users track calls by a variety of metrics.
So as customers do indeed prefer talking to a person, smart companies will consider the ability to drop out of an IVR auto attendant to be connected with the first available representative. Most customers do like the ability to be routed to the person best able to solve their problems. That's where the real advantage of IVR auto attendant systems can be found, and that's why there are a growing number of businesses at least considering their use.
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Edited by Braden Becker