Interactive Voice Response systems (IVR)
can provide massive benefits to your office place, but just how can these
benefits be realized? With careful design, planning and implementation an IVR
system can be a true asset to your business, not just a technical one, but an asset which can improve
customer service, staff efficiency and ultimately sales. Below are 5 particular
benefits from an IVR system such as those implemented by New Voice Media.
on recurrent costs - The capital investment of an IVR system can see
massive opportunities to reduce your expenditure on recurrent salaries for
telephone operator staff. A well designed system can see a vast improvement in
your business automated call handling speed meaning less of a requirement for multiple
numbers of phone operatives.
2) Improve call efficiency - With the best
will in the world, some phone conversations to your business can be unnecessarily
long winded. Customers get the wrong number, operators can
be delayed in dealing with customers which aren't for them, or callers can be
internally transferred to the incorrect department or person.
With an IVR system, calls are routed automatically to the correct
department/person using pre-set values and phone numbers. By removing human
intervention at first point of contact, your customers can be with the right
department quicker and your call efficiency can improve.
customer service - By getting your callers to the correct department
quicker with automated call transfers they will ultimately receive a better
quality of service. Often that first point of contact will need to endure a
customer's initial queries or even complaints prior to being able to then
transfer the caller to a department which can actually help. By having this first
point of contact automated, the call can be progressed through the system
quicker meaning not only call waiting times are reduced but customer service
and feedback is ultimately improved.
admin overhead - An IVR system allows your workforce to be more pro-active,
to input their energies and increased resource time into more productive work
for your business. By reducing that call handling "administrative" overhead,
you can have more of your employees engaging in more beneficial work for your
Proofing - An IVR system usually goes hand in hand with an upgrade of your
phone system. The majority of office places still run on archaic analogue phone
systems, however, the implementation of an IVR system can kick start that
migration to future proof phone system technologies such as cloud hosted
systems, IP based phone networks and so on.