IVR (Interactive Voice Response) is an automated tool that everyone has used without realizing it when contacting customer service. It is a voice server that guides the caller through a menu with different options to:

• Obtain information using recorded answers to frequently asked questions from customers (e.g., opening hours, order tracking).
• Be redirected to the right department or agent.
• Perform self-service actions (payment, file updates, personal account information).

IVR: increased efficiency for call centers

The Interactive Voice Response system is a valuable asset for improving working conditions and optimizing performance. It allows you to prioritize the most important calls through upstream routing and sorting, as well as to identify customers: a considerable time saving that will contribute to the productivity of the call center and the personalization of exchanges.

With IVR, it is also possible to create a menu based on your company’s needs and current events. Your customers are then offered a simple and intuitive journey, and the number of incoming calls is significantly reduced, allowing for better management by the call center.

During their interaction with the Interactive Voice Response system, customers provide data prior to their exchanges with the call center agent. The agent then has a better understanding of the customer’s profile and all the information needed to handle the call effectively.

Improved customer experience

Thanks to the increased efficiency offered by the use of IVR, your company’s call center can guarantee a better customer experience. Other advantages make this tool more indispensable than ever:

• User calls are no longer put on hold; callbacks by the call center agent are preferred.

• Problems are resolved more quickly to ensure customer satisfaction and encourage conversion or loyalty.

• IVR offers 24/7 support. This gives customers permanent access to pre-recorded information whenever they want, including weekends and holidays.

The Interactive Voice Response system is a flexible technology thanks to its many customization options. Guaranteeing high-quality customer service, this system improves the working conditions of your call center teams by prioritizing requests. Ultimately, using an IVR system has multiple benefits for your company’s image and the efficiency of your services. Contact our experts to get a tool tailored to your needs!

Discover other guide pages on the same topic: how an IVR works, what is an IVR, what are the advantages of an IVR, and IVR and call deflection.