IVR stands for interactive voice response. This technology is largely used for recording and automation of all calls coming from customers’ side and thus permits the computer to give responses to the customer’s queries. In this way much of the load and burden of customer sales representatives get reduced.
IVR systems used in the call center services are able to handle large call volumes. The IVR technology automate inbound call processing by getting information as per the caller's demands from company’s databases that are connected to the IVR systems..
As per the demands or request made by the caller the IVR system gives permission to the caller to get access to the required data or transfer the call to a particular agent group in the call center who is equipped to handle such call requests. IVR technology has become very popular technology used widely used in call center technology.
There are four major functions of IVR technology in the call center of any company. These are as follows:
- It automatically transfers the calls to the proper person or department based on touch-tone or speech inputs .
- It immediately recognizes and authenticates the caller and subsequently delivers the information as a pop up message on the screen of the proper agent t who will handle the call using Computer-Telephony Integration (CTI) links.
- It segments and differentiates the callers based on the callers’ relationship with the organization or company. This allows for excellent quality service in call handling.
- Here the caller can enjoy a unique experience of self service having no need to talk to a human agent.
Major Benefits of Using IVR Call Center Technology are outlined below:
- It minimizes the live agent cost thereby cutting the expenses and increasing the company’s savings.
- It has the ability to filter all the inbound call traffic and facilitates in handling voluminous calls made to the Call Centers.
- The customer gets friendlier with this technology and thus the customers’ satisfaction and retention level increases.
- The self service as provided by this technology gets the customer to directly access to the company, database as connected to the IVR technology thereby giving a feel good factor to the customer.
There are many international Call Centers in the state of Rajasthan which are equipped with this IVR technology and thus reaping the benefits of using the same. In this way they are able to streamline the customer centric business processes and offer huge profits to the company.
Business Catalog
