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5 Ways IVR Technology Can Enhance Customer Call-In Experiences

IVR

 

Interactive Voice Response (IVR) software can enhance the customer experience on the phone, as discussed in a recent Connect First white paper.

A summary of that white paper is below:

 

How much time does it take from initial dial-in to your contact center before a customer’s problem is resolved? If you cringe at the thought of answering this question, it’s time to reconsider your company’s customer service strategy. A study from Forrester shows that 71% of customers feel that valuing their time is the most critical thing a company can do to provide great customer service. Recent advances in IVR software make automated self-service technology one of the most important offerings you can provide to consumers.


5 Ways IVR Technology Can Enhance Customer Call-In Experiences:

1. Mobile Components:

IVR used to be purely audio-based. But now, IVR is evolving to accommodate the mobile generation. Consider investing in a solution that will give your customers the choice to swipe their finger over an interactive menu instead of answering voice commands.

2. Voice Recognition:

Security components are one of the biggest reasons customers get stuck on IVR systems. Lost passwords, incorrect PIN numbers, and invalid security questions can frustrate users. Consider employing a voice print to automatically register a customer using biometric identity verification.

3. Analytics:

If 5,000 customers all experience the same problem while using your IVR over the course of a month, you need to know about it. Invest in a solution that will provide granular details of call interactions so you can stay on top of issues as they arise.

4. Simplified Development:

In the past, changing an IVR list was a difficult process. For this reason, many executives wouldn’t bother to make important changes when needed. These days easy to use, drag and drop systems can be run right over a web browser, allowing you to create your own IVR system and edit it as needed.

5. Multichannel Outbound IVR:

Instead of waiting for customers to call with a question or concern, many companies are now taking IVR to the social media world. These multichannel inbound and outbound engagement strategies make it possible to interact with customers over a variety of different channels.

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Looking for a call center to assist with IVR? Outsource Consultants can help! 

Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center or BPO outsourcing solution in the US or from around the world, at no charge. We save companies significant time and money when switching or selecting a new call center partner. Contact us for a free, no obligation consultation.

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