What Is an IVR + Do You Need It? 

If you’ve ever called a company, you will probably recall being presented with a recorded voice outlining your options, a bit like… 

“To speak to Department A, please press ‘1’; to discuss options with Department B, please press ‘2’” etc. 

That’s what’s known as a trusty IVR – a longstanding customer service tool that’s been used to provide more efficient telephone support for decades. 

Read on to learn more about IVR, including what it is, how it works and why it’s an essential part of creating better customer experiences! 

So, What is an IVR? 

IVR stands for ‘interactive voice response’. It is a clever, automated phone system tool that answers incoming calls and offers options for next steps via a menu.  

It uses these responses to route callers to the correct agent/department, and can provide recorded responses to frequently asked questions. 

A caller can dictate what help they need either by keypad or – as technology has evolved – voice. This is done through natural language processing capabilities that uses advanced voice recognition technology so callers can speak, and the system recognises the query. 

IVR serves several different functions, but there’s no denying that it’s every call centre’s secret weapon for improving operational efficiency and resolution speed. Below is an overview of the purposes of an IVR: 

The Benefits of Having an IVR System

Research shows that 75% of customers expect clear signposting when seeking assistance with their queries. So having an IVR in place not only satisfies callers, but it also offers universal benefits to the company and its staff. 

We have already touched on a few of the benefits of using an IVR, but there’s more where that came from!  

#1 Boosts First Contact Resolution 

First contact resolution is when a customer’s query is settled within the first contact they make with a company. 

Acting as a triage, IVR helps by routing calls to the appropriate agent and department right off the bat. This ensures that callers don’t have to jump though lots of hoops to get the answer they need, especially considering 68% of customers say they get annoyed when their call transfers between different departments.  

Instead, callers are connected to knowledgeable agents who are best suited to resolve their query. 

Plus, IVR technology can provide answers to some frequently asked questions (FAQs) e.g. opening times etc., which can further first contact resolution. 

#2 Saves Time and Money 

IVR is designed to assist calls by way of saving time and aiding the customer experience.  

IVRs don’t just save time for your callers – they save staff time, too. By categorising callers based on their query, IVR systems help streamline call volume, giving agents more time to do what they do best. This is particularly beneficial for call centres like us, and also our clients! 

With less time devoted to triaging queries, IVR undoubtedly saves money. Research even shows that having an effective IVR solution can reduce customer service costs by up to 30%! 

#3 Offers 24/7 Support 

Round-the-clock support is key when providing high-quality customer service, and an IVR can be one way to help organisations achieve this. 

For example, much like Mango, an IVR also operates 24/7/365. Regardless of the time or day, an  IVR can be put in place to funnel queries and provide useful information e.g. place in the queue and estimated wait times (if applicable). This can come in handy especially during seasonal holidays, emergencies, peak hours and new product launches for example. 

By implementing IVR technology, you can make sure your customers are always answered and informed. For more on our 24/7/365 services, check out our blog: 4 Benefits of a 24/7 Contact Centre. 

#4 Improves Call Volume 

Thanks to an IVR system, agents don’t have to use their valuable time transferring calls back and forth during busy times. Instead, influxes in call volume are far more streamlined and manageable. 

If the situation means callers must be placed on hold for a short time, the IVR will allocate them into a specific group relating to their query. This therefore makes the queue much quicker and easier to work through – making IVR a key ingredient when servicing customers and supporting staff. 

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At Mango, our inhouse IT team offer expert IVR design and implementation. For more information on how we can help, please feel free to talk to Mango!