IVR (Interactive Voice Response) Connecting the Call Centre

Caller Navigation

IVR systems are either hardware or software based computer systems that direct incoming calls to relevant agents or departments. Callers are offered pre-recorded voice menus which allow navigation to the desired area of the organization being called. Callers can be directed to company information, to voicemail for leaving a message, place orders using card by phone systems or be connected to a live agent.

Callers navigate through the menus by use of a touch-tone keypad which allows them to interact with a database or be put through to an agent if their needs can not be met automatically. This reduces the number of calls that need to be handled by live agents as a proportion of the callers needs will be met via the automated systems.

Menus such as "For Sales press 1... For Support press 2... Hold for a Customer Service Representative" guide the caller through the options and ensure the caller reaches their desired destination, finds answers or completes a transaction.

Call Management

Interactive Voice Response systems such as offered by X-on incorporate a comprehensive range of call handling and management features such as call queueing and distribution, call recording, skills based routing, voicemail and agent activity reports.

Additional offerings such as missed call alerts, screen popping (populating agent screens with caller information), web based administration and music on hold improve both the caller experience and agent efficiency.

Voice Recognition Commands

Voice recognition enhances the caller experience by allowing interaction with the IVR via voice commands. Recent improvements in voice recognition technology ensure that the experience for the caller is a positive one and that the call is handled smoothly and efficiently.

Phone Numbers

Various phone number options are available to connect with the IVR. Organizations have the option of Toll Free numbers where the caller is not charged, Non-Geographic numbers which give the impression that the organization is national rather than local, and Revenue Generating numbers which can either be used to offset the costs associated with employing the call centre, or even generate surplus revenue.

Maintain Communications and Business Continuity

Where a call centre uses an in-house IVR system an outsourced 'virtual' backup phone system should be employed as a contingency.

Hosted IVR providers can replicate every aspect of the call centre IVR and in the event of an in-house system failure the calls will be switched to the hosted system allowing the agents to take calls unhindered by the internal failure. Callers should be unaware of any disruption.

IVR Systems

IVR systems are in use extensively and the public have become very familiar with the concept and the use of automated phone systems. IVR and CTI enhance the caller experience and improve the efficiency of agents on an individual basis and at the call center level.