Interactive voice response (IVR)

What does IVR stand for?

IVR stands for Interactive voice response, an automated system that routes calls to the most appropriate agent through identification and segmentation. IVR is an important tool for contact centers as it is used to automate parts of the customer service experience, driving operational efficiency and enabling agents to avoid tedious, low value tasks.

How does an IVR system work?

The workings of an IVR system involves a linear process.

1. Configuring IVR messages: After creating a complete roadmap of how a caller will be routed through the menus, a contact center configures the messages using pre-recorded voice.
2. Collecting information about callers: When a customer calls a contact center, their inputs are accessed by the IVR system to guide them in their desired direction.
3. Automating support: If the customer’s query can be solved automatically, the IVR will do the needful and resolve it.
4. Routing calls to agents: If a query can’t be solved by the IVR, it will analyze the collected information and route the caller to the appropriate agent.

What are the benefits of IVR?

1. Customer satisfaction (CSAT): When an IVR is precise and clear, a caller gets a faster, more efficient service experience since their query is either solved automatically or routed to the right agent quickly.
2. Improved first call resolution (FCR) rate: With an IVR system in place, the agent most qualified to solve a query will receive the call, increasing the chances of a first call resolution.
3. Increased operational efficiency: IVR makes it easier for agents to show proficiency in their tasks since their calls get more specific in nature.
4. Reduced operational costs: Automated responses that are managed by IVR can help reduce workload for employees as well as the hardware, leading to savings in operational costs.