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  • What is IVR?

    By CrysTelCall On Outsourcing Comments February 10, 2014

    What is IVR?

    Interactive Voice Recorder (IVR) is a technology used in the field of telecommunications to improve customers' experience by presenting information and options to callers using pre-recorded voice prompts and menus mainly to handle high call volumes. The interaction between the caller and the computer system is achieved by voice via speech-recognition a software or Dual-Tone Multi-Frequency (DTMF) tones input. These systems are widely used in the fields of finance, healthcare, entertainment and even by government organizations. 

    IVR began with a speech synthesis project at Bell Labs in 1936 that resulted in a device called "the Voder" which was demonstrated at the 1939 World's Fair and with the advancement in technology, IVR systems became essential for all call centers. As part of our efforts to deliver consistent and repeatable results to all our customers, we, at CrysTelCall have utilized full IVR self service capabilities to our esteemed clients.

    IVR technology has a number of advantages which benefit both employees and customers. For example, it enables call centers to provide 24-hour customer support. This means that they can still service customers, even after the regular office hours. Another one of the many advantages of IVR is not only does it save money, it saves time as well. By answering FAQs that the customer service department usually receives, the IVR system saves both the employees' and callers' time, because nobody likes to wait 15 minutes on hold to ask for a phone number! 

    In addition to its help in managing call queues for customer service employees, IVR technology can prioritize calls within a queue so that the important calls can be answered first. It provides the call center with intelligent call routing, which will allow its customers to reach the appropriate agent or department more efficiently.

    Then again, it's important to mention the few disadvantages of IVR systems. One of its biggest cons is that some people simply do not like talking to a pre-recorded message, giving them instructions. An additional disadvantage would be the lengthy menus or options and that some instructions require further explanation for a first time caller or customer, for example. However, these disadvantages can be easily avoided by shortening the length of the processes or by adding an option that connects the caller to a live operator.

    Would you like to setup your own IVR system? Contact us and we'll help provide the best practises.