Best IVR System For Call Centers

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IVR System

What is an IVR System?

Without involving ourselves into any technical definitions, Interactive Voice Response a.k.a. IVR simply means – help customers reaching to the right help.

We all have experienced an IVR system when we contact our network service provider like:

1

To Know Your Current Plan

2

To Know Your Data Balance

3

To Talk To Our Customer Care Executive

An IVR is a prerecorded voice system which will help customers to reach to the right person or right department.

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What is Multi-level IVR System?

Multi-level IVR system is simply, IVR in IVR. When your queries are concentrated, companies assign a specific person or group to handle that issue. Let’s take a simple example of an ecommerce purchase. Suppose, you have bought a pair of jeans from an ecommerce store. Now, you want to track that product. You will call the customer care number, and IVR will be live:

We all have experienced an IVR system when we contact our network service provider like

1

To know your account details

2

To know your purchase details

3

To cancel your order

4

To talk to our customer care executive

Multi-level IVR System
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As you want to track your order, you will hit 2. Now, another IVR will be played, and this IVR will lead you to more focused solution.

1

To know Your recent purchase

2

To track your recent order

3

To change delivery address

Of course, you will press 2. So, multi level IVR system is designed to drive customers to a specific person who is assigned to solve that particular problem.

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Frequently Asked Questions

  • Here are the things to keep in mind before setting up an IVR:

    • Make sure to have limited and concentrated list of options.
    • Set up your options based on the priority of the customers.
    • The options should sound clear without any glitches.
    • Use language option if you reside in a country where multiple languages are spoken.
    • Give customers “expected wait time”.
  • IVR is a technology where a recorded voice is used to note customer responses, and take relative actions. An IVR is generally used in customer support where it helps customers to reach to the right person.

  • An Inbound IVR means the system deals with only incoming calls. Usually, businesses use it for customer support where people can dial on toll free number and get relevant help.

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Published by Nishita

Last updated: May 12, 2021