Interactive Voice Response Systems (IVR) are a type of technology that allow an organisation’s communication systems to interact with clients through an automated voice system. Callers can retrieve information by either entering relevant numbers or vocalising their commands.
These systems help optimise certain types of communication internally – freeing up agents to use their skills for more relevant activities while also ensuring customers are getting the information they need.
How does IVR work?
IVR systems are a type of computer-telephone integration (CTI). Most frequently, the phone communicates with the computer via the tones emitted by the individual telephone keypads. For example, you can program a computer to interpret the noise made by the pound sign to mean ‘yes’. More advanced systems leverage speech-recognition software which allows customers to vocalise their commands.
Whatever the system, organisations can leverage this technology for a wide range of functions. This includes phone-operated surveys, extending customer service hours and verifications of a variety of cash-related items. Leveraging these systems frees up your agents to work on more skilled tasks and allows your company to keep productivity levels high at a relatively low-cost compared to onboarding new hires.
Call Design’s IVR software for contact centres enables your phone systems to access the right information at the right time to ensure exceptional customer service even without a full staff in office.
What can the Call Design team do for you?
The thing about IVR, or any kind of technology, is that it’s only effective when programmed and used in the correct way. This is where Call Design comes in.
We first consult with our clients to understand their business needs, then design the software to address these requirements and follow up with tailored integration for your team. Once we have successfully programmed the product, our team is then available to train your staff in the functions they need to keep the product up and running. Here’s what the process looks like:
In order to provide you with the best possible service, we need to first understand what your business goals are and how you see IVR helping you achieve them. Our team will meet with your team to determine the best plan of action for your IVR software.
Once we have decided on how best to use IVR, it’s time to tailor the software to suit your needs. With this specific platform, we will need to carefully program the system to perform your desired functions. Whether it’s simply retrieving information or performing some kind of action on behalf of your customers, our team will design the software to perform the correct functions.
After testing this design, we will begin the process of integration. Call Design can integrate IVR with any type of phone system, whatever products you use, we can work with.
The last step of the process is all about training. Whether you need an overview of programming for your management team or a step-by- step training course for your staff – we can provide a wide range of education options. This isn’t limited to basic product functionality either, we can advise you on how to use the program to hit your business goals in a more effective way.
Once we’ve run through these processes with you, our availability to your team doesn’t end. We are here to help tweak the product, advise you on improved action plans for achieving your goals and conduct refresher training whenever needed.
Call Design can accommodate whatever kinds of interactions you want to create. From simply providing your customer with company locations to helping them transfer money between their accounts or a combination of both – we’ve got you covered.
Our team is here to help you with whatever you need once you’ve purchased our IVR product and we’re committed to helping your team achieve the best possible outcomes. To learn more about our IVR product or to get a feel for what the Call Design team can do for you, reach out to us today.
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