In today's business environment, things move fast and every minute counts. Because of that, it is imperative to ensure your customers and clients get everything they need quickly. Phone conversations are pivotal in any business as they serve as the initial contact point between clientele and the company. This is where the Interactive Voice Response (IVR) system comes into play. The article will focus on the working principle of the IVR system, its applications in connecting businesses with clients, and the array of benefits it brings.
IVR System: What is it?
Nearly every individual in the business world has encountered an IVR system. This automated service is primarily used to manage and direct incoming calls. In other words, the customers will get help from a computer to resolve or answer any question before being connected to a human agent.
There are many ways of setting up a business phone system and Aircall is here to help, from the traditional telephone cables (PBX phone system) to internet-dependent phone systems (VoIP). Aircall, through Interactive Voice Response, can help you classify callers based on their needs and wants and automatically connect them to a suitable agent.
Therefore, Interactive Voice Response systems are specifically designed and integrated into businesses to handle incoming customer calls by acquiring crucial information about the customer and the conversation. Additionally, it will route the customer to the right department and agent based on the gathered information.
How does IVR operate?
The foundation of IVR systems relies on two main elements: Dual-Tone Multi-Frequency signaling (DTMF) and Voice Recognition Technology (VRT). These components are integral for an IVR system to identify, interpret, and respond to the caller's requests. IVR systems use directed dialogues through voice recognition technology, allowing clients to respond verbally instead of using the keypad. For example, if the caller requests to speak with the company representative or executive, the call is forwarded accordingly.
DTMF ensures effective and intelligent call routing without human intervention. When the caller uses the keypad to navigate through menus, a DTMF signal is transmitted between the phone and the computer. This process is facilitated by touch-tone technology.
What are the Benefits of IVR Phone System?
IVR provides many advantages to businesses, allowing them to interact and build strong relationships with customers on a personal level.
Enhances Customer Experience
Aircall offers IVR systems that can reduce wait time, streamline customer interactions and ensure that every caller promptly gets what they are looking for. Because of that, the customer experience becomes better as the days go by.
Improve Call Routing
When the call is made, it is first answered by the machine. The IVR system will systematically gather all the necessary information about the call and if the caller requests to speak with a human agent, the system will intelligently select the appropriate department or agent. This will overall reduce the misrouting calls and improve the company‘s efficiency in addressing customer issues.
Available 24/7 and Its Cost-Effective
The fact that IVR systems automate certain tasks makes it possible for the company to cut some operation costs, especially those associated with human agents. Additionally, the system doesn’t rest. It is operational 24/7, meaning customers can access the information they need anytime.
Conclusion
In the dynamic business landscape, time waste should be considered an enemy of business prosperity. Because of that, IVR systems stand as the best and most powerful tool for businesses aiming to outperform their competition. Thanks to Aircall, you can effectively reduce operation costs, enhance customer experience and ensure 24/7 availability.
