The IVR is an Interactive Voice Response System technology that allows callers to interact with a company’s communications system over the telephone. IVR Service enables the callers to get related information from a company database and can enter information into a company database, or both.
IVR is a money saving and efficient way to exchange of information that does not require a receptionist or any other staff member to assist.
How does IVR Work?
1. The caller dial the IVR server number, until it is connected by giving an answer from the IVR server (usually in the form of greeting).
2. The IVR system executes the
application selected based on DNIS (Dialed Number Identification Service).
3. In the application, the previously
recorded sound will be played to the caller.
4. The caller selects the options
provided in the application by pressing the hand phone or telephone keypad
buttons (using the DTMF system) or speaking words ( Speech recognition ).
Objective of IVR
The purpose of this IVR Service is to provide
a good solution that is indispensable for the needs of producers and consumers
with the following objectives:
· Increase
customer service satisfaction.
· Relieve
the work system of producers.
· It
is a very efficient and effective system for producers.
· Relieve
the burden of operational costs without requiring many operator personnel.
Benefits of IVR for
Companies:
Open an office for 24 hours Non-Stop
By implementing an IVR system, a corporation
has added hours of service to customers. Corporations will find it
difficult to place employees at all times, therefore with an IVR system a
corporation can "open an office" 24 hours a day in 7 days.
Helps make it easier to divide the types of
services and services owned by the company.
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The IVR system can be set by the user so that
we can share various types of services and can add to the types of services
that are available by updating the information contained in the IVR.
Add a Source of Income
An IVR system that provides services to
customers by a computer system on the one hand is a source of
income. Additional service time also means additional time to do
business.
Control of Work Costs
With this IVR, the operator or agent can be
replaced or simplified, so there is no need for too many human labor to satisfy
customer service.
Ability to Repeatedly Broadcast Messages
Operators can sometimes get bored quickly if
they have to repeat information many times. Especially if you have to
repeat information or services that exist in the company on the same
caller. If the operator says words that can offend the caller. So
indirectly, the operator gives a bad value to the company and the caller can be
disappointed with the service and company. But with IVR, these things can
be avoided because IVR can repeat information and services that exist so that the
caller c an be satisfied with the
service.
Recording caller ID
Why is this important? Because we can
easily manage each caller whether it is a prospective group to generate sales
or not. Or to make it easier for us to contact the caller. In
addition, it makes it easier for us to obtain contact person sales,
etc. The IVR system records all caller IDs (CLI) that enter into a special
database that can be used by companies for various corporate purposes
IVR systems can shorten telephone waiting
times by customers.
When the customer calls the company that is
received by the IVR system but it turns out that all agents are busy, then the
customer's call will continue to be held until then forwarded to the agent who
is ready to answer the call.
Want to know more about IVR Services or want to purchase one for your business?
