IVR System
What's an Interactive Voice Response (IVR) System?
An IVR system is responsible to route calls to your contact centre more efficiently. It’s an automated, self- service menu that’s presented to customers whenever they will call dedicated support system. As soon as they choose one of the options presented from the desired extensions, they’re connected with representatives who are responsible in solving their related query.
Why to Adopt an IVR Call Management System?
An IVR system can offer automated call routing, self-service support options to desired fields, and improved call response speed. While in some issues, this system may not be right for your business line. You might not have a larger customer base to fulfil this need. Therefore, it should be clear how much of an impact an IVR system will have on your call centre operations before you adopt one.
SMS SERVICES
SMS service provider, catering to all types of customers for sending group text messages all over India as well as Globally through different sms gateway networks. They allow sending thousands of messages quickly at a time on random mobile numbers and track the delivery status of each SMS.
Toll Free number
Get a cloud-based Indian virtual toll-free number online to providing a convenient and free of cost way to connect, customer from all over the country can reach out to the business at their convenience.
Virtual Mobile Number
Buy virtual number online that is available in all of your preferred formats, i.e. landline and mobile numbers based on your location. IVR interactive voice response for better customer service by using VMN (Virtual Mobile Number) it transfer business calls to our PRI and start adopting cloud call management without disruption, using IVR system to attend multiple calls seamlessly in one go.
IVR
Interactive voice response (IVR) systems were one of the first speech technology–based telephony applications. You can use IVR system usually to greet your customers over the calls in a professional manner.
Miss Call
Every missed call helps you collect a high-quality lead by this service or just capture user details on e-Tel Co Miss call solution to acquire new customers. It stays available to your customers 24*7 and hence manage all your business calls round the clock.
Voice Broadcast
Send alerts, promotions, and more to customers, through e-Tel Co automated voice broadcast service. Send an automated SMS along with a voice message to provide more information related to your services and product to the outer word. Voice blast pre-recorded voice message to a few or few thousand instantly.
Why to Adopt an IVR Call Management System?
An IVR system can offer automated call routing, self-service support options to desired fields, and improved call response speed. While in some issues, this system may not be right for your business line. You might not have a larger customer base to fulfil this need. Therefore, it should be clear how much of an impact an IVR system will have on your call centre operations before you adopt one.
IVR Services
Interactive voice response (IVR) systems were one of the first speech technology–based telephony applications. You can use IVR system usually to greet your customers over the calls in a professional manner.
Virtual Mobile Number
Buy virtual number online that is available in all of your preferred formats, i.e. landline and mobile numbers based on your location. IVR interactive voice response for better customer service by using VMN (Virtual Mobile Number) it transfer business calls to our PRI and start adopting cloud call management without disruption, using IVR system to attend multiple calls seamlessly in one go.
Cloud Call Centre
Get a cloud-based Indian virtual toll-free number online to providing a convenient and free of cost way to connect, customer from all over the country can reach out to the business at their convenience.
WhatsApp Solutions
SMS service provider, catering to all types of customers for sending group text messages all over India as well as Globally through different sms gateway networks. They allow sending thousands of messages quickly at a time on random mobile numbers and track the delivery status of each SMS.
Missed Call Services
Every missed call helps you collect a high-quality lead by this service or just capture user details on e-Tel Co Miss call solution to acquire new customers. It stays available to your customers 24*7 and hence manage all your business calls round the clock.
Voice Broadcast
Send alerts, promotions, and more to customers, through e-Tel Co automated voice broadcast service. Send an automated SMS along with a voice message to provide more information related to your services and product to the outer word. Voice blast pre-recorded voice message to a few or few thousand instantly.
Let’s understand with an example
When anyone calls on a business number over the IVR, the desired system askes to "press 1 for sales inquiries" or "press 2 for support inquiries."
It is because Customers have higher expectations for customer service, IVR systems help support teams respond to customers on time. Most customers are expecting their calls to be answered within 10-15 seconds and the average support call should last about 5 minutes. An IVR system not only helps to reduce response times by acting as an automated call management system, but it can also improve the average support duration by connecting customers with dedicated service representatives who are a better contact to solve their issues.
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An IVR system can offer automated call routing, self-service support options to desired fields, and improved call response speed. While in some issues, this system may not be right for your business line.
You might not have a larger customer base to fulfil this need. Therefore, it should be clear how much of an impact an IVR system will have on your call centre operations before you adopt one.
Below are a few steps why to opt these services for your business.
01
To enhance the customer service offered by the call centre, one must understand your current caller’s experience after the use of the call management system.
Try testing your system by:
- Performing test calls and interactions with the end users of the system.
- Recording all your calls and use them for training and quality purposes.
- Choosing desired extensions from an IVR menu will leads to alter the experience.
02
It may help you to generate a standardized form to record your workings. Doing so will make it easy to compare the results of assessments made at different times. What you’re looking to do is identify noticeable weaknesses in your setup that you can work on to improve your service moving forward.
03
As part of your evaluation, you should lean on data as well as practical tests. There are several standard call centre metrics where IVR systems can have a notable impact. These include call abandonment rate, average handling time (AHT), and call containment rate.
Ideally, an optimized IVR will reduce abandonment and Average Handle Time, while also having a high call containment rate — the proportion of calls handled entirely by the system’s self-service options. If you can get a good hand on these metrics, you’ll have an organised idea of how your IVR system is impacting your customer service in the go.
04
In addition to your scheduled reviews, you’ll want to know if anything changes with your operations from day to day. The best people who can tell you about this are your frontline support representatives. You should make it as easy as possible for them to provide you with feedback on your IVR system even while using it.
Once you understand your current call centre operations, you’ll know what you need from an IVR system to improve. This makes you better placed to implement a new system or optimize the one that you’re already using.