The IVR is a technology that doesn’t stay obsolete and it is essential in any call center to allow the automatization of services and processes. Giving a chance of an improvement of the customer experience and an improvement in the agent’s performance.
What is an IVR?
An IVR, or Interactive Voice Response, is an essential system in call centers of different industries nowadays. It´s an interactive voice response system, which is still necessary to implement in order to automate the majority of the services and campaigns inside the organizations.
Also known as “virtual receptionist”, this system redirects the inbound calls to an assigned extension, allowing your PBX – hardware or cloud – to interact with the customer. This interaction is made through automatic mechanisms, which are activated through alphanumeric keys after hearing the voice of the transmitter.
With this tool our customers will start a conversation with an automaton, which answers their call and interacts with them through the speech recognition or phoning keys. Due to this, the majority of organisations use a system of interactive voice response (IVR) in customer support services, even though it doesn´t exclude other kinds of services such as the telephone surveys.
An example of a made interaction would be:
“Thanks for contacting DialApplet. Please, to talk with the projects department press 1, to talk with the support department press 2…”
Which are the functionalities?
The IVR can be adapted to the needs of each organization and it allows focusing on the customer experience in one way or another. This will depend on the flexibility and adaptability of the solution each company has chosen. To continue, we are going to tell you some of the many functionalities this implementation offers in a company:
- Improvement of the customer experience. Facilitate it offering a quality service and reducing the timeouts.
- Reduce the number of disattended inbound calls. Offering directly an interactive menu with different options.
- Saving in costs and time. It reduces the cost of human capital optimizing the processes.
- Automatization of the processes improving the productivity of the organization and the given support.
How to implement an IVR?
Due to the growing demand of omnichannel services, the automatization has become essential in any organization. Being the call channel the most demanded by the users, the IVR´s are still necessary and indispensable to continue offering a good quality customer experience.
Before developing the interactive voice response (IVR) it´s necessary to answer the next points:
1. Inbound or Outbound IVR?
The main difference between an inbound and outbound IVR is the call flow, this means, the inbound IVR will attend the calls from your customers and the outbound IVR will redirect your query or call.
An inbound IVR is focalized on debt consulting, inscriptions, information of requirements for processes and appointments selection. On the other hand, the main objective of an outbound IVR is to offer the customer diverse actions through the voice message, offering him a menu with different options. For example, an outbound IVR could be used for satisfaction surveys, a menu with options or reminders.
2. Call Flow
It´s very important to establish a previous objective to channel the call flow in a right way, reaching a high-quality experience. To reach it, it’s necessary to design and use a call flow diagram, having in mind the next aspects:
- Establish the actions to do and their following acts, once we have reached.
- Establish the decision points in the different actions.
- Establish the moment to recollect information; for both the inbound and outbound IVR.
- Establish where the recollected information is going to be saved.
Once we have defined these four points it´s important to put them in concordance so that our call flow makes sense. All the aspects and evaluations taken in mind have to be reflected in it. The more examples and specifications the diagram has, the better the development of the system of interactive voice response (IVR) will be.
3. Fulfilment of Requirements.
Once all the specifications in the diagram are established, we can proceed to validate them, given the chance to develop and implement it later.
Thanks to the examples and specifications captured in the call flow diagram we can validate if it´s logical or not, and detect possible irregularities. In this way, we will achieve to optimize the call process and increase the customer satisfaction.
Once we have completed the validation phase and filled all the requirements, we can proceed to develop the IVR and implement it later.
The implementation of it will depend in the solution or tool that you are using in your organisation, depending on the tool the IVR will adapt to your company in one way or another.
If you would like to know more about the implementation, and the powerful capacities of implementation of our tool, get in contact with us by mail to our account firstname.lastname@example.org