IVR For Call Centre: Key Benefits You Need To Know About

Dynamic and optimum customer service is an essential part of every successful business. This is especially true for call centres as often they are the only contact between the customers and the business. Implementing an IVR (Interactive Voice Response) system for call centres can be a great way to do so.

IVR can not only automate the process but also improve customer satisfaction. Improving customer satisfaction is key for growth in this age of customer-centric business approach. In this blog, we will discuss what is IVR for call centres and their benefits and also help you to choose the right voice for your IVR system.

A] What Is An IVR For Call Centre?

IVR is an interactive automated voice response technology that can answer calls and offers interactive options to customers to help with their grievances. IVR system can perform actions based on the customer’s input via their mobile keypad. The majority of the common customer problems can be solved via pre-recorded messages, improving efficiency and cost.

If the customer is still not satisfied with the response, they can then contact a human representative via the IVR itself. IVR can help customers access information like account status and transaction history, and even place orders and pay bills.

B] Benefits Of IVR System For Call Center

1. Improved Customer Experience

IVR in call centres can significantly improve customer experience. As most call centres see a lot of incoming calls, they need a proper channel to process all of these calls as quickly as possible. IVR can automate the process by presenting interactive options to the customer, reducing the wait time. 

Some customers who may not feel comfortable speaking to a human representative can get the information they need, without the need to interact with anyone. On the other hand, IVR can also connect callers to the relevant person to answer any questions, more efficiently.

2. Clear Options

IVR uses pre-recorded professional voice prompts in multiple languages so the caller can understand the different options presented and choose wisely. IVR can repeat the instructions if no option is selected, so customers can listen again.

Certain customers do not like to ask the same questions again and again to a human representative. IVR offers an efficient solution that works around this problem. And in case the options do not make sense to the caller, they can always choose the “talk to a person” option.

3. Reduced Transfer Errors

Oftentimes, when a human receiver picks up the call and listens to the grievances, they can accidentally transfer calls to the wrong department or person in charge. Even though this is a genuine human error, it can frustrate the customer and increase wait time and operation costs.

When customers are accessing the IVR system, they can place their own transfers, reducing errors. As the buttons in an IVR system are linked to a specific department, there is little to no chance of transfer errors.

4. Process Requests Faster

Often the customer has to wait needlessly on hold to talk to a representative, which can be frustrating. IVR can make the request processing faster and provide customers with the information they were looking for without waiting for a representative to be free. 

The customer also would need to explain to the representative what they are looking for, which could take some time. IVR can provide a broad range of options from the most common issues and provide genuine help to solve that issue in an instant. 

5. Scalability

The flexibility to scale as fast as possible when required is one of the driving factors in business growth. Just having human callers can limit the number of customers you can offer services at a given time. 

Incorporating IVR alongside human representatives can drastically boost the number of customers you can service. Several callers can independently connect to the IVR at the same time. Customers can connect themselves to their appropriate departments, while some may find their solutions through the IVR itself.

6. Cost Effective

IVR systems for call centres are not just affordable but also cost-effective in the long run. By automating the call receiving and transfer process, call centres can limit the number of in-house staff. 

They can streamline the daily operations of the call centre, further improving efficiency. Call centres can make a quick and sustained ROI on IVRs, making them a popular choice.

7. 24/7 Customer Service

In today’s business landscape, customers expect 24/7 availability. Hiring employees for both a day and night shift can quickly drive up operational costs. IVR offers a very simple and cost-effective solution for this problem.

Traditionally, a customer could only call during business hours, limiting the time a customer could call you for an issue. By automating the process, customers can access the IVR system any time of the day and register their complaints or get reliable solutions for their queries. 

8. Customer-Centric Approach

IVR offers several customer-centric solutions to customers, including language customisation, hassle-free calling, and less wait time. These solutions are not available if you are only relying on human resources. 

By adopting and integrating IVR for call centres, you can give your customers a better experience and even improve their perception of your brand. Hiring professional voice-over services for IVR is great for sounding human, building a reputation, and ensuring your customers stick with you longer.

C] Why Choosing A Good Voice-Over Artist For IVR Is So Crucial?

When implemented correctly, IVR can create a positive first impression on the customer. By hiring a professional voice-over artist in Mumbai to record IVR messages, you can combine the best of both worlds. You get a human voice that connects with the audience and all the benefits of IVR mentioned above.

There are certain things you need to consider before hiring an IVR voice-over artist. They need to have a strong portfolio, they need to understand your brand’s tone and the voice-over artist must have good ratings and reviews.

Conclusion

Automation is key to improving cost-effectiveness and scalability for any call centre. IVR is already being used by several call centres to improve operational efficiency and by extension, the bottom line. However, to reap all the benefits we have mentioned in this blog post, call centres need to implement IVR correctly, this includes offering personalised messages, agent automation, and additional support. 

If you are looking to optimise your daily operations and implement automation for your call centre, the benefits of IVR are just too good to be ignored. If you are looking for a professional IVR voice-over artist in Mumbai to make your IVR messages more personalised, contact us today to request a quote.