INTERACTIVE VOICE RESPONSE (IVR) - Call Centre Solutions

SERVICE OVERVIEW

The RCSL's Call Centre Solutions team has experience with a wide range of Interactive Voice Response (IVR) systems that support our live-operator inbound call centre services. A variety of applications are supported, including pre-call advertising, information delivery, menu routing, and warm transfers.



IVR Call Centre Solutions


We provide interactive voice response capabilities on-site through multiple technology platforms as well as live operator programs to help clients reduce basic and/or repetitive call costs. We mainly operate our IVR system for front-end messages or call routing options (i.e., press 1 for customer service, press 2 for sales, etc.).


What is an IVR System?


An interactive voice response (IVR) system is the voice at the beginning of a call that prompts you to “press 1 to talk with a customer service representative.” In this way, you can direct customers to the right person based on their needs through a customized phone experience. As a result, your customers experience less frustration and your customer service process becomes more efficient.

An IVR service is commonly found in call centres, doctors' offices, and a variety of other business settings to collect information and connect customers with the right person for assistance. Depending on the system, the voice may be recognized using a touch-tone keypad or a touch-tone keypad selection. There are many features that can be added to the IVR system to give customers a better experience.


Benefits of an IVR System For Call Centres


The use of an IVR system in your Contact Centre Solutions has many advantages for both you and your customers. Instead of getting passed from person to person and put on hold repeatedly, your customers will be directed to the right customer service representative from the start. Their questions can be answered quickly without having to wait for someone to pick up the phone. This will reduce their frustration and grow customer satisfaction and loyalty.


In addition to reducing costs, IVR systems for small businesses can also increase productivity. you will be able to simplify your customer service process and maximize your productivity from the reduced call time. It will be easier to handle calls because representatives won't be bombarded with calls they're unprepared for, and you won't have to hire an operator to direct them. Your customer service process will be more efficient, so you'll be able to resolve customer questions and issues more quickly. In addition, you can provide information like directions, hours of operation, and FAQs to your customers during off-hours even when your customer service team isn't available. Some additional benefits include:


Pre-Call Messages: 

It is also known as a pre-recorded message, this is a service that plays a recorded message for customers.

Menu Routing:

Interactive voice response is commonly used by companies to route calls and menus to appropriate departments, allowing customers to choose from a variety of options. 

Warm Transfers:

During a warm transfer, customers can speak with a member of your team before being transferred to another department. 


Source Blog : https://medium.com/@riddhicorporatesl/interactive-voice-response-ivr-call-centre-solutions-1a11ecd20ea8

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