An IVR (Interactive Voice Response) system enables customers to interact with a company’s host telephony system via their telephone keypad or through their own speech. By following the automated dialogue, this call management system allows a customer to service their own needs by themselves and can often be deployed as a replacement to staffing-up departments within an organisation.
IVR call management systems are able to respond with either prerecorded or generated audio to the further direct callers on how to proceed with their relevant query. An IVR can be deployed in order to gain control over almost any function where the options can be drilled down and separated into simple and clear instructions. IVR systems are ideal for handling high call volumes or high call volumes of the same type of call.
When done well, IVR systems can be extremely effective in not only putting out a clear, concise message to your callers but also manages call volumes, reduces staff costs whilst convey an aura of professionalism.
The key is to keep it simple, don’t over complicate the processes. Anything more than a few options can confuse callers.
At Aquarius, we know what works and have the expertise to implement a solution effectively and quickly.