What Are 5 Kinds Of Calls That Can Be Easily Automated Using An IVR System?

Byoffice24by7

An IVR system is an interactive yet automated system. Many times when we call banks or other businesses, we get to hear an IVR system menu option which when pressed, automatically directs to that department based upon the responses provided by the caller.  

 

Most of the IVR systems calls are inbound in nature, although outbound IVR system does exist. According to the specific needs of your business, IVR systems can be customized. Any type of IVR system ensures that high productivity is maintained at call centers apart from making them highly efficient. 

 

This does not require you to spend huge amounts of money particularly if you use an IVR system. Simple queries of callers can be easily resolved through self-service IVR systems and the agents’ time can be spared for solving complex queries that a self-service IVR system can’t handle. 

 

IVR systems help build a brand image as well as a thoroughly professional image for any business that employs them. Famous and best IVR service providers in India like Office24by7 can create the most contemporary and ingenious IVR systems for you. This article discussed the 5 kinds of calls that can be easily automated using an IVR system. 

 

What Are 5 Kinds Of Calls That Can Be Easily Automated Using An IVR System?

An IVR system offers many advantages to offer from improving the first call resolution to saving agents time. The goal of every IVR system essentially remains the same, i.e. to automate processes. It does not matter if the IVR call flows are complex or simple. Below is a brief description of 5 kinds of calls that can be easily automated using an IVR system. 

1) Payment of Bills 

 

A customer need not call a call center or speak to an agent to pay his/her bills. If it would have been so, a lot of time would have been wasted at the customer’s end and the agent’s end. Thankfully with IVR systems, this is not the case because an IVR system is built with such a technology that allows customers to pay their bills quickly by allowing many simple menu options or automated prompts to pay the bills once they call an IVR number.    

 

2) Customer Feedback

 

For any business to improve its products or services as well as to measure the performance of its call center, customer feedback is very important. IVR system can easily automate survey calls that are done right after the completion of a live call with an agent. 

 

No longer is an agent required to speak to the customer to collect their feedback because an IVR system can do this work seamlessly. Feedbacks and surveys are important for many businesses to improve their business functions and services.  

 

3) Automate Simple Queries

 

Many of the queries of customers are so simple that they do not need agents to solve them. This means a self-service IVR is capable enough to solve such simple queries. For example, bank account information can be provided by a self-service IVR calling system.  

 

4) Automate Call Back Requests

 

An IVR system can, through prompts, allow customers to request a call back instead of letting them wait in the queue for a long. This improves the first call resolution rate, a key KPI in measuring call center performance.

 

5) FAQ Calls

 

An IVR system can easily automate common FAQ calls from callers. An IVR can answer certain queries with much more precision and accuracy than a live agent. For example, in a situation where a customer’s satellite TV is not working properly, an IVR system can guide the customer to follow certain steps to troubleshoot the issue. It should be remembered that the setup of an IVR system should be smooth enough and tested regularly for improvement. A poorly designed IVR system can result in a bad customer experience.  

 

Conclusion

 

Call center processes can be easily automated by an IVR service without losing productivity or making adjustments to the customer experience. IVR services cut down the average call time by 40 percent. IVR calling systems can benefit both the customers and agents. It can help a business grow leaps and bounds by providing a good customer experience.  

 

IVR service providers like Office24by7 technologies offer customized IVR systems with CRM integration that not only increase agents’ productivity but also address all the common queries faced by customers. If your call center is facing a high volume of incoming calls every day, an IVR system is a must-have. Drop us an email at sales@office24by7.com or simply call us at 91 7097171717 to help you out.    

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