Interactive Voice Response System – An Introduction

Almost everybody who has dealt with the modern call centres is familiar with the sweet, though mechanical, voice directing them. This voice is part of interactive voice response system, or IVR, which provides the framework for the caller-phone system interaction.

This interaction enables the caller to acquire or input certain information. The system works by enabling a computer to determine human voice and keypad inputs.

Ever since their inception, IVR systems have been very popular with businesses for two main reasons. Firstly it saves on staff costs; keeping a large number of staff just to receive calls is expensive, especially in a call centre where callers can access quite a few services without engaging the agents. Agents are thus able to handle more pressing and complex enquiries. Secondly, it makes the company accessible to its customers 24/7.

Typical IVR Applications

IVR systems have especially come in handy in call centres due to their wide scope and flexibility. Particularly, the ability of IVR systems to combine caller input with tailor made scripts is a huge help for call centres in handling regular enquiries. Some of the most popular IVR applications are:

* Automated account payment systems
* Customer account information collection
* Banking services
* Customer market surveys
* Emergency notifications
* Virtual receptionists
* Call centre automation
* Order status and tracking

The Benefits of IVR Systems

* They help call centres cut live call handling time which works out to be a big money saver. They also help improve the overall efficiency of the call centre, as staff are able to concentrate on more important business areas.

* IVR systems direct the callers to the right department and let them access their personal information by themselves. This way they cut their waiting time and make the whole calling experience methodical and hassle free.

* IVR systems allow callers to retrieve or access information quickly, with or without additional human assistance.

* With an efficient Interactive Voice Response system, companies don’t need live operators all the time and can still provide a multitude of services (which don’t require human intervention) to their customers 24/7.

· Call queuing times to departments within a company can be drastically reduced. IVR systems will detect a free agent and will route the call to him/her. Also the calls can be routed according to the type of enquiry using a menu selection process.

· IVR systems help lower the call volumes because quite a few tasks are handled automatically. This again helps cut the overall costs and improves agents’ efficiency.

· A good Interactive Voice Response system helps call centres to expand their call capacity and manage larger call volumes by intelligently routing inbound calls. This intelligent handling also helps reduce the handling cost per call ratio.

· IVR systems can fully automate the task of making and receiving payments via telephone. This enables customers to make payments any time of the day, any day of the week.

· IVR systems can easily be used for marketing purposes. For example, if there is some delay in routing the calls because of high call volume, companies can let the customers know about new services, updates or product information etc.

· IVR systems allow call centres to monitor operations by producing daily call activity reports. This feedback can be used to recognise the good performers and weed out weaknesses.

Kate Dawson is a call centre administrator and has an in-depth knowledge of contact centre solutions such as interactive voice response systems, telephone call routing software, predictive dialler’s, VoIP call control etc.