Making the Most of IVR

Finding ways to enhance interactive voice response software

Many businesses with a high volume of customer calls implement interactive voice response technology to improve customer service. Interactive voice response, or IVR, allows a company to reduce its number of employees by using a voice recognition software program to handle certain types of customer calls. Some call handling systems require customers to enter numerical responses to computerized prompt, but IVR recognizes voice delivered responses for easier navigation.

Interactive voice response software allows users to get common information about their accounts without having to use the time of your employees--saving your business money. Common uses of IVR allow a caller to get information about an order, dispute a bill, make a credit card payment and many other options. You can also use the software to make automated phone calls to customers to provide information about upcoming appointments or overdue bills. Making the most of IVR includes:

1. Finding support for IVR applications.

2. Combining IVR with CRM applications for increased efficiency.

3. Using interactive voice response systems for outbound calls and utilizing professional talent.

 

Learn all about your IVR system and make sure it's always working properly

Become familiar with your IVR services and IVR hardware through tutorials and online help. Find additional help from third-party companies that assist in making the most of your IVR system.
Try: Voicent Communications provides an online tutorial as well as a free trial. Hire a monitoring service, like PeriPros, to verify your service is running properly at all times. They'll check your system as often as you request and notify you of any problems immediately, so that your customers experience less down time.

Combine IVR with your existing CRM system

Making the most of your IVR system means combining it with your overall CRM solution to achieve an efficient and streamlined process. Some benefits include having direct access to customer information on your screen as soon as they call and improved customer satisfaction.
Try: Angel.com offers many IVR/CRM integrations for your convenience. Learn more about how to enhance your call center's effectiveness by combining CRM applications with IVR service at TMCnet. The experts at CRM Today break down the benefits of integration.

Increase customer satisfaction with IVR services

IVR isn't just for inbound service to your customers. It can also handle outbound calls when conducting post-service surveys, giving customers important reminders and more. Protect your investment by hiring professional voice talent for your IVR system.
Try: Find out what outbound IVR can do for your company at BuyerZone.com. To ensure and improve customer satisfaction, leave the recorded messages to the pros at companies like The Great Voice Company.

 

• Larger companies with tech personnel may benefit from in-house IVR systems. Smaller companies without the IT resources would be better off using hosted IVR service where the vendor would service and maintain the hardware and software.
• Make sure your IVR service provider creates applications using industry standards such as CCXML, SIP, MRCP, and VoiceXML for more flexibility in upgrades and maintenance.

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