Welcome!

Blog Post

Tips to Improve your Interactive Voice Response

Interactive Voice Response is a must need for every customer.

IVR or Interactive Voice response is a communication technology which helps the customers to establish an interactive session with the hosting system of an enterprise through the keypad of a phone or via speech identification. After having done this, they are free to put up their inquiries as mentioned in the IVR menu. IVR system can work with either a prerecorded audio file or with an instantaneously generated audio file. Users gain access to these files and proceed further. IVR is becoming popular in communication via VoIP and SIP Trunking.

An IVR system comprises of:

  • A telephone equipment
  • Sustaining infrastructures
  • Database
  • Applications and Software.

IVR plays a major role in the following:

  • Call forwarding in a call center
  • During polls and surveys
  • In routing of calls within the office
  • In banks while managing account balance and monetary transfers
  • While looking for some centralized information
  • While planning for movies, etc.

Interactive Voice Response is a very useful development and a very important boon to businesses that are planning to magnify their image among the rest of their competitors. IVR also helps them out by simplifying their delegation and transfer procedures making their management easier. It also helps in increasing the output and efficiency of the company along with an elevation in customer satisfaction. IVR also helps in saving money, thus generating more revenue.

IVR has the ability of routing the calls of customers to the exact destination and the exact agent who can help them out immediately. This feature of IVR helps is saving a lot of time of both the customer and the call center executive. Besides this, IVR is skilled in managing basic transactions like common sales and services, customer inquiries, information gathering, and support calls being made to the respective company.

The technology of IVR is highly advantageous for the customers, company executives, and the company itself. But this is only possible when it is setup properly. However, if setup improperly, it will only lead to the devastation of your business. Improper setting will lead to the generation of criticisms among the customers, by and large.

Here are following tips and practices which, if followed, will help in generating praises for the IVR among the customers:

1. Restrict the Options available to your Customers

It is a general human behavior that each one of us gets frustrated if we have to wait in a queue. Similar is the case with IVR. A customer is bound to get annoyed if he has to hear a long list of IVR queue which has plenty of options, followed by limitless levels. Your customers will definitely feel happy and jubilant if your IVR system is short and crisp. Besides this, he will be pleased with the limited options from which he has to choose. The calls will be completed earlier, thereby saving the money of the calling party. This will bring in more customer satisfaction.

2. Make sure that you have provided an option of direct contact with the Customer care executive

It is a general practice with most of us that we do not admire to speak to a computer. Most of us generally want to talk to a customer care executive. Not only this, in many cases there customer inquiries which do not fall in any of the categories. In such situations, there must be an option for the customer to step out of the IVR queue and have a live conversation with a customer care executive. This will help in building up a strong camaraderie between your business and customers.

3. Try to offer the most familiar options initially

Most of the time, the customers make a call to the company in order to enquire about their bills and service options. Making such queries as the initial options in the IVR queue will not only save the time of the customers but will also stimulate them to be associated with your company for a longer time.

4. Try to train all your executives or employ only those who are well-trained

Customers call a company only when they are facing any problem and want to solve their queries. In order to escape out of such situation, they wish to speak to executives who have sound knowledge of their respective fields. They will get disappointed if they come across an executive who is not well-versed with his subject. This will lead to the generation of negative image of your company.

If you want to find out how effective your IVR system is, try to witness it yourself. If you yourselves find it boring and tiresome, then it is very much possible that your customers will also have the same feeling. You can also set up an IVR survey at the end of the call in order to find out how you can improve the effectiveness of your IVR service.

More Stories By Viola Allen

Viola Allen is a SIP, VoIP and Cloud expert, currently employed with SIPTrunk Providers Dot Com. Her passion is to write about the recent technological advancements, including Cloud Hosted PBX and SIP Trunking. Her main motive is to gain more and more information about the latest technological advancements in the industry.

Latest Stories
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), will provide an overview of various initiatives to certifiy the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldw...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle.
Providing the needed data for application development and testing is a huge headache for most organizations. The problems are often the same across companies - speed, quality, cost, and control. Provisioning data can take days or weeks, every time a refresh is required. Using dummy data leads to quality problems. Creating physical copies of large data sets and sending them to distributed teams of developers eats up expensive storage and bandwidth resources. And, all of these copies proliferating...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
SYS-CON Events announced today that Technologic Systems Inc., an embedded systems solutions company, will exhibit at SYS-CON's @ThingsExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Technologic Systems is an embedded systems company with headquarters in Fountain Hills, Arizona. They have been in business for 32 years, helping more than 8,000 OEM customers and building over a hundred COTS products that have never been discontinued. Technologic Systems’ pr...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Deep learning has been very successful in social sciences and specially areas where there is a lot of data. Trading is another field that can be viewed as social science with a lot of data. With the advent of Deep Learning and Big Data technologies for efficient computation, we are finally able to use the same methods in investment management as we would in face recognition or in making chat-bots. In his session at 20th Cloud Expo, Gaurav Chakravorty, co-founder and Head of Strategy Development ...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
What if you could build a web application that could support true web-scale traffic without having to ever provision or manage a single server? Sounds magical, and it is! In his session at 20th Cloud Expo, Chris Munns, Senior Developer Advocate for Serverless Applications at Amazon Web Services, will show how to build a serverless website that scales automatically using services like AWS Lambda, Amazon API Gateway, and Amazon S3. We will review several frameworks that can help you build serverle...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.