IVR Systems have become a need for most businesses these days. Especially in organizations where one has to deal with multiple outbound calls, IVR System is a must to have. But only getting an IVR Service is not enough, unless you are utilizing it in the right way. We have seen multiple organizations and businesses making use of the IVR system to deal with their clients and customers. Even after that their customer satisfaction rate is quite low. It is because the IVR System which they are making use of is not efficient enough.
The main purpose of the IVR System is to direct transfer customers’ calls to the agent. Or to handle small queries of customers without any delay. But, if the IVR system that you are using is too complex to handle. Or it takes a lot of time in resolving queries. Then your IVR System will not help customers, instead, it will make them feel frustrated. So, you should connect with an IVR Service Provider who can help you in improving your IVR System. Below, we are sharing different ways how you can make your IVR System better.
Provide self-service functionalities in IVR System – Most companies make use of the IVR System only for transferring the call to different departments or agents according to queries. But at times, the queries are too small that it doesn’t require the help of an agent. Like, if someone wants to know the expiry date of their recharge. Or if someone wants to know about the different membership plans. Then IVR systems should have such options where without connecting to agent customers can get all this information. This self-service IVR System feature will not only help you in saving time for your agents. But, it will also help in saving customers’ time.
Make a call back feature available during busy call hours – There is no sense in making your customers wait in queue for a long time overcall. It will only annoy them and they may unsubscribe from your services also. So for the hours when the call volume is too high, make a call back feature available in your IVR Service. Especially, when customers are waiting in queue for more than 3 to 5 minutes. It will leave a good impression on the customer and will save their time also. Make sure you arrange the call back within 2 to 4 hours to keep your customers happy.
Keep your IVR System simple and easy to operate – Customers call IVR System when they have any query or when they want any service or information. But to get that query resolved, none of them would like to go through complex IVR Systems. So, keep it simple by helping customers access different departments with ease. Segregate different departments and their queries in a simple way. If you offer multiple departments or multiple features, then try to merge a few of them. This will help customers in reaching the right department without having to wait for a long time. Also, it will eliminate any kind of confusion from customers’ minds and will offer them satisfactory services.
Inform customers through IVR if agents are not available – At times customers get frustrated when no one answers the call even after a wait time of 15 to 20 minutes. This happens when the agents are not available or when those particular departments have off. So, instead of making customers wait for long. Set a pre-recorded message in the starting only that agents are not available. You can also leave a message for customers to offer them an alternate calling number or solution. You can get this IVR feature with the help of an IVR Service provider.
If you are using the IVR System for your business, then you now know how to make it well-efficient. With the help of the above-mentioned ways, you will be able to provide satisfactory IVR Services to your customers. If you are unaware of a reliable IVR Service Provider, then you must connect with Webtech Solution. This IVR Service Provider in Noida offers services to different business segments and organizations. They will improve your IVR System and will help you utilize its benefits for your business.