Typically, a pre-recorded menu is launched as soon as the customer calls and allows them to navigate verbally or manually (using the phone's keypad). The person is then automatically connected to the most appropriate agent or department to help them.
The main purpose of IVR is to keep everything running efficiently and increase the productivity of your call center.
An IVR system may also integrate or be canada b2b leads integrated with other call center software such as automated call distribution (ACD) or customer relationship management (CRM) platforms.
Here are some examples of how an IVR can help automate common tasks:
Account balance check - IVR shares the current balance of customer accounts.
Checking the order status. Customers provide details for the current status of the order.
Product search. Callers request information about products.
Bill payment. IVR applications can capture account information and accept credit card information without the need for a call center agent.
Setting or changing PINs. Customers can set up or change their account or card PIN.
Answering questionnaires. A modern IVR can allow customers to provide feedback at the end of the call.
Checking the order status. Customers provide details for the current status of the order.
Product search. Callers request information about products.
Bill payment. IVR applications can capture account information and accept credit card information without the need for a call center agent.
Setting or changing PINs. Customers can set up or change their account or card PIN.
Answering questionnaires. A modern IVR can allow customers to provide feedback at the end of the call.
