1.Faster problem resolution:
IVR system offers a faster problem resolution. When this efficacious system is employed, it routes the callers to the best employee to service their needs, questions are often answered and problems are resolved in the initial attempts. This further results in an improved customer support system and contented customers.
2. It reduces the cost of operator talk time:
IVR helps cut down on answering service talk time as well. Using front end IVR with your answering service means giving callers the opportunity to service their own needs or promptly transfer themselves to the right person which further leads to the reduction of the cost of operator talk time.
3. It exempts call transfers and saves time:
Since the callers are always directed to the most capable agent or most appropriate department, so the probability of instant problem resolution is high. Moreover, the agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent. Hence, IVR systems prove to be real time saviors.
4. It improves the quality of customer service:
As a matter of fact, the agents working in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. This results in an increase in customer service efficiency.
5. It boosts the inbound call capacity:
With the aid of IVR, more calls can be answered simultaneously. Unlike the traditional reception, where there is a flurry of please holds or funky hold music while customers await transfer, IVR technology encourages a speedy problem resolution. It allows for a higher call volume and eliminates the need for additional reception staff, and its low cost means a higher ROI.
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Source: https://www.livechatagent.com/incredible-benefits-ivr-technology-2/