IVR -Well begun is battle won!

Rising above the time constraint, Interactive Voice Response (IVR) is a telephony technology that allows round the clock link of the company to its customers and subsequently usher in remarkable benefits.

This technology comes handy in times when ‘instant’ is the mantra and nobody has the time to wait to acquire the requisite information or service. The technology has also emerged as an ideal choice in tough times when companies are looking for more at a lesser price. The IVR works on the principal that all customers do not need personal assistance and can resolve their problem if just guided properly. The technology is also a boon to customers who do not have to wait for their turn for every small thing and waste money by holding the line.

In case of inbound campaigns, as soon as the customer calls, he is directed to IVR where he follows various instructions and seeks the desired information by selecting various menu options. In case of confusion, he can always switch over and get connected to a live agent. This induces a kind of self service in customers.

IVR also comes handy in case of outbound campaigns, where same message needs to be communicated to large segment of people. Adding predictive dialers to IVR, that message can be spread across within no time.

But then one really needs to be  cautious while selecting an ideal IVR provider as the thumb rule is that a customer will never give you a second chance. If first experience is not a positive one then chances of second chance reduce by almost 70-80 per cent. Call center can opt for bi-lingual or multi-lingual IVR depending on the lingua franca of the population and similarly depending on scale of operations can opt for auto or predictive dialers.

The company also needs to ensure that IVR message has 100 per cent voice clarity, with simple directions that facilitate working otherwise, the customer might just get confused.

The more advanced IVR allow callers to interact with a company on a much greater scale. For example you could set up an IVR to retrieve specific account information that is relayed to the caller through the implementation of text-to-speech recognition technology.

Ultimately, complete planning by call center is done to give a pleasurable experience to the customers. So an IVR should be such that it not only enhances productivity and profit, but is also time and money saving for both company and customer. So whether it’s a mobile company, credit card company, banking services, scheduling car maintenance, university class registration, checking flight schedule or railway enquiry, IVR dominates the scene.