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What is an Interactive Voice Response?

Updated: May 16

"when a customer tries to contact an organisation, they expect their call to be answered within 20-30 seconds and receive a solution within 4 minutes"

Phones are used twice as much as email and are the most popular support option compared to every other service medium. 39% of customers prefer using phone support of any customer service channel. The experiences that customers have when calling a company dictates their future with your brand. By adding value and reducing friction will improve your clientele's experience.

IVR helps customers find solutions to their problems faster. An IVR system is an automated, self-service menu that is presented to customers whenever they call your support line. Customers may be given options similar to ‘press one for home insurance’ or ‘press two for car insurance, once customers have chosen the options relevant to them, they are connected to an agent who specializes in their area of concern. IVR’s now account for the majority of companies' customer interaction, even though IVR accounts for up to 80% of customer contact in certain industry, the level of customer interaction with call centers remain low.

An IVR is often the first interaction a customer will encounter, therefore the quality of your IVR system can influence the customers perception of the company. An effective call center will have the IVR systems integrated with the CRM and other contact center systems. There are several benefits for a company when they have an effective IVR system in place, companies will have access to useful features such as automated call backs, IVR self-service, IVR voice recognition and text to speech. IVR systems are becoming increasingly more popular, as customers have a higher expectation for customer service. They also allow support teams to respond to queries faster. In general, a customer would expect their call to be answered within 20-30 seconds and receive a solution within 4 minutes. IVRs can redirect calls to specific reps to ensure customers are talking to the most knowledgeable agent, meaning solutions are more likely to be met within the desired 4 minutes.

Interactive Voice Response’s (IVR’s) have multiple features to guarantee smooth running. Intelligent Call Routing is where the callers phone number is recognised and the call is automatically sent to the same agent they had previously been in contact with. Certain calls may need to be directed to a specific agent that speaks a particular language or some calls may be classed as ‘VIP’ and will be placed at the front of the queue.

As IVR's are continuing to advance, Voice Recognition is becoming increasingly more popular. This means callers can communicate orally. By integrating computer telephony technology with IVR, it can reduce waiting times and call flow, improving customer experience.

How can Klearcom improve your companies IVR experience? Through end-to-end IVR testing, Klearcom works on identifying customer impacting issues. We aim to help Multinational Contact Centers (MNCC) avoid outages, finding problems fast and fixing them sooner. We have the ability to test customer call paths from customer to agent in local markets, using a single test. This is a 100% non-intrusive test, testing without the use of probes or need of installation. We don’t stop testing where the conversation begins, using an Artificial Intelligence (AI) platform we can pinpoint and alert every issue, giving results instantly. Generally, the telecommunications industry is complicated, but at Klearcom services are transparent and easy to use. Clients of Klearcom will answer more calls, generate more revenue and provide greater quality of service.

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