IVR

What is IVR? Why is IVR an important feature in Call Center?

IVR is one of the great features that helps Enterprises can direct / route customer calls to the right specialist staff or can even serve them automatically on IVR (IVR Self-service) stream processing. Business is installed and integrated with Customer Management/Core System and AI application to interact with customers by voice.

1. What is IVR?

IVR is one of the great features that helps Enterprises can direct / route customer calls to the right specialist staff or can even serve them automatically on IVR (IVR Self-service) stream processing. Business is installed and integrated with Customer Management/Core System and AI application to interact with customers by voice.

Ivr La Gi Tai Sao Ivr Lai Quan Trong Cho Tong Dai Call Center The concept of IVR

2. Why is IVR an important feature in Call Center switchboard?

As mentioned before, many customers feel uncomfortable when experiencing the IVR system. There are many reasons, but the most likely to be mentioned is the long waiting time, uncertainty for their problem and especially the empathy in the dialogue.

Ivr La Gi Tai Sao Ivr Lai Quan Trong Cho Tong Dai Call Center 1 IVR is an important feature in Call Center

However, IVR still plays a large role and contributes greatly to efficiency. We’ll explore why the Call Center IVR experience matters.

2.1 IVR saves time – improves efficiency

Customer expectations have evolved to include immediacy over the past few years. The powerful IVR Call Center is here to help whenever and wherever their customers need it. The IVR system saves time by:

  • Connect customers to the right agent through call routing.
  • Allows callers to schedule callbacks instead of waiting.
  • Notify important updates to customers navigating the system.
  • Allowing Customers to look up information integrated with Enterprise systems

Time efficiency and customer satisfaction go hand in hand, as customers are happier if their problems are resolved quickly. Dominos-like uptime efficiency, link to better customer satisfaction, improved metrics and positive word of mouth.

2.2 Cost savings

High call volume forces Enterprises to arrange more staff and hire more specialists. IVR systems help boost agent productivity and save call center labor costs in a number of ways. First, they give customers the option to schedule callbacks, allowing agents to focus on customers who want timely service. Second, the IVR can provide the information the customer needs without having to talk to the processing staff directly.

Ivr La Gi Tai Sao Ivr Lai Quan Trong Cho Tong Dai Call Center 2 Cost savings

2.3 Optimizing the operation of the switchboard

IVR systems allow businesses to easily handle high call volumes or spikes. Through the method of automatically transferring to the agent who is ready to receive the call or announcing the automatic waiting queue when the agents are busy.

With IVR technology, it also allows customizing voice recognition, name or operator code when there is a request from customers in IVR.

3. Conclusion

Above is everything about IVR that we want to share with you. Hope the above article will bring you a lot of useful information. Good luck!

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