Improving customer service remains a top priority in most call centers, and it’s just as well considering the major impact customer loyalty can have on a company’s bottom line.
That said, IVR systems have become even more integral in ensuring that customers are happy with the brand or service they have signed up for.
In fact, IVR (interactive voice response) systems account for 27 percent of total call experience, according to a report conducted by the firm JD Power & Associates in 2016.
Thanks to the emergence of cloud automation, IVR systems have become even more common as call centers rise to the challenge of keeping up with ever-evolving customer expectations.
Here are the top ways IVR systems enhances customer service call centers in the Philippines.
1. Improved call routing
Using voice prompts, IVR systems can identify and gather customer information efficiently. This information is then processed by the system, proceeding to route callers to the department that is most qualified to address and handle their issues.
By using an optimized and efficient list of menus, an IVR system ensures that customers don’t have to go through the hassle of being transferred from one department to another.
2. Personalized service
By identifying the caller ID of customers, IVR systems can be customized to provide a more personalized service.
An IVR system can be programmed to greet customers on their birthday, offer loyalty programs and personalized incentives to qualified customers.
Through personalized service, call centers can instill loyalty among clients, thus improving customer retention.
3. Reduce hold times and queues
An IVR system is an automated solution that can resolve and address multiple issues more efficiently than agents, resulting in reduced hold times.
And since some callers prefer to use the self-service option that IVR provides, the state of queues in the call center is more easily regulated and managed.
4. Empowers customers
IVR systems offer self-service options that empower customers who prefer to help themselves, thus improving overall customer experience.
This, in turn, gives customers a sense of autonomy in how they communicate with the brand and in how they manage their account.
Self-service options also provide customers with effortless engagement, giving them another good reason to stay loyal to your brand.
5. IVR systems don’t experience fatigue
While IVR systems don’t have the human element required to make genuine connections with customers, they do have an advantage over their human counterparts: they don’t get tired.
Agents are only human, making them susceptible to mistakes when they are feeling fatigued. IVR systems, on the other hand, don’t have that disadvantage. Since IVRs are automated, the quality of service they provide are always consistent, at least barring technical difficulties.
6. Improve first contact resolution
By routing callers to agents who are most qualified to address their issue, IVR systems can significantly shore up a call center’s first contact resolution.
The important of first contact resolution as a metric for call center performance can’t be emphasized enough.
In fact, a study by SQM group reports that a 1% increase in FCR also translates to a 1% increase in customer satisfaction.
As a business owner, it’s important to bear in mind that customer experience is always the most important metric in running a successful call center business.
There are many things you can do to keep customers satisfied with your service, and utilizing a sophisticated and intuitive IVR system should keep you on the right track.