ALL ABOUT INTERACTIVE VOICE RESPONSE

Introducing Interactive Voice Response to your business

Save time and money with an automated and intelligent automated phone answering service.

  • Answer every call at the first ring
  • Eliminate long lists of numbered options
  • Reduce demand for common queries
  • Get a free, no-obligation demo

Get your free demo

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What is IVR?

Interactive Voice Response (IVR) is an automated customer service technology that uses voice recognition technology to interpret a caller’s query, and direct them to the right person.

IVR systems can also be used to automate parts of your service, like simple transactions; for instance, if you do any telephone banking, you may have previously come across an IVR system while making a payment or checking a balance.

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Benefits for your business

More efficient teams

One of the biggest reasons to implement IVR is to reduce staffing costs. IVR systems allow businesses to automate many customer interactions, ensuring your team is focused entirely on value-add tasks, and means you may be able to operate a leaner team — freeing up costs to spend on things like training and equipment.

Improved staff performance and satisfaction

Automating simple tasks removes the onus on staff to conduct repetitive, low-value tasks — freeing them up to do what they best, whether that’s customer service, selling, or something else. You’ll empower your staff to do their job better, with a corresponding improvement in job satisfaction.

Customer satisfaction and retention

IVR systems can be more efficient than traditional customer service channels, giving callers the option to resolve their own issues without speaking to a human. Automating part of your service like this also reduces the number of calls directed to staff, and therefore reduces call wait times.

Benefits for your Customers

Instant help

Callers don’t have to wait at all if their query can be handled by a robot — meaning they can go back to their day with zero frustrations.

Shorter wait times

If you must speak to a person, the use of an automated system for simple queries frees up staff resource to answer calls, and thereby reduces wait times.

Improved experience

By using IVR to route your customer/lead to the end destination that can best serve them, it reduces the chance of them reaching the wrong person — which we all know can be frustrating.

How to get started with IVR

  • Decide on your objective
  • Book a free consultation call with one of our specialists

Why work with PHMG

We’re the world’s leading audio branding experts. With over 20 years’ experience and 32,000 clients, we have a wealth of experience in building out audio marketing strategies that deliver measurable return on investment.

Our audio productions resonate with audiences, helping to generate additional revenue while saving you money. We’ve delivered audio to some of the largest and most well-known brands in the world — you’ll have heard what we do without even realizing it.

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ALL ABOUT INTERACTIVE VOICE RESPONSE

FAQs

What are the key features of IVR?

The key features of an IVR are its ability to recognize and respond to human speech, and its ability to provide information or direction to callers. IVRs can also be used to provide customer service, take orders, and process payments.

Who uses IVR?

IVR systems are used by a variety of businesses and organizations. Some common users of IVR technology are banks, airlines, and phone service providers. Banks use IVR to provide account information and to allow customers to conduct transactions such as checking their account balance or making a deposit. Airlines use IVR to check in for flights, change or cancel reservations, and get flight status updates. Phone service providers use IVR to provide customer service, such as checking voicemail or resetting passwords.

What is an example of IVR?

An example of IVR is a customer service call in which the caller is prompted to say out loud what they want to do. This might be, for instance, “I want to make my missed payment” or “I want to make a booking”. Once the caller has stated what they need, the system interprets this and they are transferred to the appropriate department or individual who can help them.