The virtual switchboard is much more than a tool for the call center. And definitely, this type of department has a very important impact on the company’s image. Having customer service tools has, above all, the intention of promoting the good image of a company, as well as the approaches with the users. In this order of ideas, the IVR plays an important role. There is a lot of talk about the ability of IVRs to generate automated solutions. That is, through them, customers can solve some problems on their own. Their ability to disseminate advertisements of any kind is also fundamental. But beyond all these functions, which are true, the IVR has an impact on the customers who call the company.
IVR: Introducing the customer
To begin with, the IVR is an interactive voice response system used in the most prestigious call centers in the world. Basically, this tool is the one that asks us for personal data and directs us through the telephone options when we make commercial calls. It would appear to be a simple operator, but everything in this mechanism is designed to improve the customer experience. The IVR interactive voice response allows users to be introduced to customer service. Therefore, its structure allows the introduction of voice messages and recordings. Each company must create its own institutional welcome messages, consistent with the company’s mission, vision and other corporate identity elements. This introductory message alone has a very positive effect on callers. If the message is well recorded, directed and edited, the right thing to do is to generate a good feeling in the user. Although calling a call center may not always be a pleasant chore, a good greeting can noticeably calm the customer. The intelligent use of voices is usually fundamental to achieve this effect, because it will allow users to feel that soon their doubt or problem will be solved. If the caller becomes tense when calling, this part of the call should calm him down a bit.
IVR facilitates call queuing
One of the reasons why IVR technology is so widely used in the business world is because it makes customers feel less stress during the wait. Some call centers are really congested and even if we don’t realize it, we often wait longer than we think. Precisely, this happens because the interactive voice response system is distracting, with messages that are also attractive to the ear. Internally, every call center has queues of waiting callers. These are customers who are waiting for a telemarketer to answer them. Sometimes, these queues can be very long, but the IVR is busy with each user, communicating the greeting, guiding them through the options, transmitting some advertising and all this allows the agents to save time. The best part is that customers don’t notice this, so it’s a fairly seamless process. Every message should be aimed at distracting and keeping the customer in a good mood. Even if it is a telemarketing survey, a welcome or an advertisement, the right thing to do is to evoke reassurance. The IVR interactive voice response also plays a dosing role in case users feel any discomfort. This will also help to improve the telemarketer’s management, especially if it is complicated.
Our IP PBX has a highly adaptive IVR
Neotel’s IP PBX is one of the most innovative and advanced in the market. Of course, we also provide companies with an easy-to-configure and versatile IVR system for any type of business activity. Our interactive voice response system even allows the addition of telemarketing surveys, key to creating strategies. 20 years of experience and hundreds of contracts from companies all over the world accredit Neotel in the business communication business. Our software is one of the most stable, modern and easy to use. The best thing is that it has several useful applications for marketing, as well as for other vital tasks within a company. Undoubtedly, having an IP PBX with a guaranteed IVR is something positive for any type of enterprise. Contact us, in case you want to purchase any of our products.