What Your IVR Software System Says About Your Organization

interactive voice response IVR

Sep 18, 2020

Posted In: IVR Author: Marie Christenson

Implementing an Interactive Voice Response system into your contact center can bring
many benefits. How you choose to customize your IVR can say a lot about your organization. Your IVR system is the first thing customers interact with when contacting your business, which is why it is important to have an elite setup that starts your customer off on a positive note.

First, let’s take a look at a few benefits of using IVR software in your call center.

What can an Interactive Voice Response System do for you?

Save Time
An IVR system handles the beginning of customer calls by asking customers questions in order to identify their specific needs. Based on the answers, the system will direct the call to an agent who is most qualified to help. This takes care of housekeeping items (name, account number, the reason for calling, etc.) before the customer reaches an agent. Once the call is connected, the agent is already equipped with the information they need and can immediately begin resolving the customer inquiry. Agent time is valuable and should be spent wisely, which is why an IVR system is ideal for connecting customers with agents who can help best.

Automate Support
Whether it’s step-by-step instructions on how a caller can pay a bill, or simply checking an account balance, an IVR system provides automated support that eliminates the need to communicate with someone. This allows customers to call and use services after hours, and at their own pace.

Provide the Best Customer Service
Customizing your IVR system to best meet your company and its customer’s needs helps smoothly guide customers through the self-serve options and provides them with a positive experience. One common pain point customers run into is getting transferred multiple times and giving the same information over and over again — building frustration. An IVR system limits the number of times a customer has to enter their information while quickly providing them with the help they need.

Reduce Costs
Using an IVR in your call center can eliminate the need for a receptionist or agent to answer and direct calls — reducing payroll costs. The increase in efficiency that also comes with an IVR software system helps reduce overall operational costs. Maximizing the number of time agents spend productively on the phone, ensures that your money is going to good use.

Not only does your IVR software system benefit employees and overall operations, but it also communicates a lot about your organization to those who interact with it.

Your IVR system allows you to:

  • Show customers that your organization is professional. Whether your company is big or small, you can impress callers with your level of professionalism by using an IVR system to provide customers with quick solutions
  • Personalize your IVR message and prompts. Let your organization show customers how helpful and friendly it is through the customizable greeting and self-serve options.
  • Show customers that you care. Direct customers to where they need to be with an elite IVR software. Connecting callers with an agent or offering a queue callback option shows that your contact center values customers and their time.

TCN Interactive Voice Response software has helped countless contact centers reach new levels. See what someone has to say about their experience:

“We are thrilled to be working with TCN to provide state-of-the-art IVR functionality to our customers. Our priority is to provide high-quality products and services that make a positive difference in the lives of communities. We are excited that TCN is helping us achieve these goals!”
— Esther Maina, VP of Circulation and Audience Development, Adams Publishing Group

Make sure your IVR system is doing the most for your contact center and communicating the right message to your customers. Request a demo today to see if your call center is reaching its full potential.

About the Author: Marie Christenson

Marie Christenson is the Content Writer and Strategist for TCN, a worldwide leading provider of cloud-based call center technology. As the voice behind the screen, Marie spends her days carefully curating content including company blogs, campaigns, and social media. Since earning a B.S. in Strategic Communications & Marketing from Southern Utah University in 2020, she has enjoyed sharing her ideas and creativity with TCN. In her free time, Marie loves traveling and exploring new places and cultures.