IVR (also known as interactive voice response system) allows you to act on one hundred percent of your incoming calls and route your callers to the correct agent or department within your business. This simply means that calls are not passed from pillar to post in order to reach their destination, and without a good IVR solution, many companies would experience missed calls or even have clients come through to the wrong department. This is something that cannot be experienced with a good IVR system. Below are more pros that come with a good IVR system:

Brand image

A good interactive voice response system creates a professional image for a brand and with all those professional voices, it also creates a good impression for your clients upon contacting you.

You can reduce receptionist cost

A good thing about IVR system is that it comes with virtual switch board functionality, so callers can opt to speak to an agent by keying in their extension or simply choose a department without the need for the receptionist to route their calls.

Calls outside of the normal business opening hours

The IVR system can be deployed with a functionality to route calls to home workers to ensure that you don’t miss a sales lead.

DR plans

DR plans can also be setup to give you web control to route calls to an alternative termination number such as mobiles or you can opt to play emergency information messages. This ensures that you keep your customers fully updated.

You can automate some services for your clients

Customers wishing to make fast credit payments or check flight bookings do not have to take up any more of your agents time or that of their own, as these can be done through an automated IVR.

IVR services

The services give you full web control over call routing modules. For instance, you can extend your opening hours on those busy days to compensate for high call volumes by using the web control access. This way, you will be able to see all the changes live on your system without the need to contact your provider.

Reporting made easier

You can use the full reporting package to deploy counts with the IVR system which allows you not only to view the effectiveness of the system but also how a caller flows through the service. And this way, you will get valuable information on the changes that need to be made or whether there is need to hire more agents.

Have multiple branches or sites?

IVR system can route all calls based on the caller’s location and this allows the calls to be routed to a specific department or termination point on the routing plans.

Want to reduce maintenance?

You can reduce the onsite maintenance costs by going for a hosted IVR service. We offer these and much more services, meaning that you don’t have to incur additional hardware costs. Do not hesitate to contact us for a customized IVR consultation.