EVERYTHING YOU NEED TO KNOW ABOUT VoIP – Interactive Voice Response

February 14, 2018

If you’ve read our blog before you know that we love VoIP

We’ve decided to explain exactly why we love it by looking at some of the features in a bit more detail.

Firstly, we looked at what Call Hunting is and why you might want to use it in your business. Next, we looked at the conference calling and coaching features that are available on our VoIP systems and then in our last VoIP features post we covered ‘find me – follow me’ and voicemail to email transcription.

Today we are going to look at a feature that can help business automatically deal with calls when you are not able to; Interactive Voice Response.

IVR Systems

Businesses that deal with large call volumes will require a large number of staff to handle the workload. An Interactive Voice Response (IVR) system can reduce call volume without sacrificing customer service.

IVR allows customers to interact with a computerised system by either punching numbers into the phone’s keypad or by speaking. The system recognises these commands and can deliver in-depth information based on it, including answers to frequently asked questions such as the businesses opening and operating hours or customers account balances. IVR goes way beyond ‘press 1 for sales’ type interaction and when calls are directed to agents using technology instances of callers being transferred to the wrong agent or department are significantly reduced.

IVR also allows you to prioritise calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. If all of your agents are busy, they will be directed to the front of the waiting queue. Your team will never lose a high-value customer due to poor customer service or a slow answer time.

Initially IVR was used mainly be larger businesses, however, smaller companies and start-ups have caught on to the fact that IVR can make a business appear much larger than it is. Regardless of the number of employees, you can set up a number of departments such as sales, marketing, technical support – calls can then be routed to whoever actually answers the phones. This has the advantage of making the company seem larger and also altering the individual who answers the phone to the type of query they will be dealing with BEFORE speaking to the customer. This can allow them to prepare for the call by having the correct systems and programmes on screen before answering.

With an IVR your customers will be impressed with your company’s professionalism.

The system can handle the most basic calls by answering common questions and directing customers to the appropriate departments. This allows businesses to reduce the number of dedicated to answering phone lines which reduces costs.

In addition to cost savings, businesses can also give customers immediate assistance at the hours that are most convenient for them. If they need help on a weekend or in the evening, an IVR can answer many of the questions they might have and during business hours, customers won’t be forced to wait for a live operator.

IVR can also reduce waiting times for customers, giving them the option to get a call back from an operator rather than waiting on hold.

Interested in VoIP?

Are you currently using VoIP? If not you need to be aware that ISDN is being phased out and will disappear entirely in 2025 – it’s a case of when, rather than if, your business will move to VoIP.

We are offering new VoIP customers FREE Installation and Setup for new VoIP systems. For a no-obligation conversation call us on 0800 0306520

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