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Interactive Voice Response: Explained

Whether you’re calling to check an account balance, pay a bill, or speak with a customer service representative regarding a product, you likely make contact with an Interactive Voice Response system, or IVR, more often than you realize. These automated systems are an excellent option for any business looking for help managing call volume, and may actually be the preferred method of contact for some customers who like dealing with this type of system rather than speaking with an actual customer service representative. If you already have one, you know how invaluable IVR systems are, and if you’ve ever considered one, now is definitely the time to get it set up.

What Is an Interactive Voice Response System?

As stated above, an Interactive Voice Response system is an automated system that helps manage the call volume within a call center. These systems interact with customers to gather information through both voice and touch-tone keypad input to help properly route phone calls. Customers with basic questions can oftentimes find the answers they’re looking for just by using the IVR system, ultimately decreasing the volume of calls customer service representatives handle each day.

Why Is an IVR System Important to Your Business?

In recent years, there has been a shift in the way customers prefer to do business, as many people prefer to deal with an automated system rather than wait on hold and speak with an actual person. Customers are looking for help that is instantaneous, and an IVR system can give them just that. With the ability to have most customers’ general questions and transactions completed through the IVR system, your customer service representatives can focus their attention on helping customers deal with bigger issues than giving out your address, or helping make monthly payments.

The Benefits of an IVR System

IVR systems have advanced over time, and will no doubt continue to do so as technology advances. Regardless of the type of business you run, you can adapt an IVR system to meet the needs of your business, whether those needs include listing the schedules of flights or movies, paying bills and accessing other account information, or linking your system to access your database, allowing for prescription refills or appointment scheduling. With an IVR system, you’ll notice an improvement in the way calls are routed, in addition to an improvement in the overall function of your customer service department.

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When it comes to your business, any solution you can find that will make life easier for you and your employees is a must, and an IVR system can offer you just that. With the ability to customize the system to meet the specific needs of your business, you can make sure your customers’ needs are met more easily.

Contact us to see how ROI can utilize IVR for your business, and start simplifying your customer service operation today.

Han Butler

As Chief Revenue Officer, Han specializes in developing clear, unique and compelling value propositions which disruptively differentiate products and brands in cluttered markets. Han has a passion for working with people on creating value and opportunity, both in companies and communities. Nothing is more rewarding than working with a group of fun and talented individuals to create something greater than we could accomplish individually.

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