Using IVR System for your business is one of the best ways to lower costs and increase sales. You need to understand, though, that it should not be a substitute for your company's sales force. IVR has proven to be really beneficial in automating simple tasks, and many large companies today take advantage of it. In order for IVR to work for your business, however, you need to be able to manage the use of this system well. Here are some insights about Interactive Voice Response system that can be very beneficial to your business:
Calls Are Forwarded with Speed and Accuracy
Whether you like or not, not all customers like the idea of their calls being handled by automated phone systems. In fact, a study found that 56% of customers are annoyed with it and usually end up hanging up. This is especially true if they are sent to the wrong department or if the response is taking too long. Manage your IVR system well so that all calls are routed to the right parties or representatives with speed and efficiency. Also, design a voice prompt that's precise and direct to the point as lengthy messages can really annoy most callers.
Connect to Many Callers All at Once
Misdirected calls may not seem to be a big issue, but it is, and many companies lose clients and customers as a result of being redirected to the wrong parties. This is where the ability of the IVR to connect to many callers simultaneously comes in. With an effective IVR system, you can accommodate hundreds of callers at once with few or no misdirected calls at all. By implementing an efficient IVR system, you can reduce the percentage of missed calls by up to 60% and increase customer satisfaction and your company sales in the process.
Giving and Getting Information from Customers
Interactive Voice Response systems are often used to receive calls about inquiries and complaints, but what many companies do not realize is that they can also use this system to give announcements. Whether it's for announcing a new product or service or announcing a schedule for downtime, IVR can be used to improve business flow. If there's a scheduled downtime, for instance, you can use the system to send the memo to your customers. IVR can also be used for taking orders. If customers desire to buy some products and the process is not that complicated, IVR can get the job done for you.
These are just some of the several important benefits of using IVR system for your business. When used properly, this system can really help make your business grow. The secret to effective use of IVR, however, is establishing a good system for it. The design of call flow as well as the quality of the voice prompts should not be taken for granted. The voice prompt may be automated, but do not forget that it represents you and your company. Take the time to produce voice prompts with superior quality and with professionalism to meet customer needs without compromising your company's reputation.
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Dave Carter is an independent consultant for small businesses. His expertise in consumer electronics is backed up by 12 years of experience in the telecommunications industry. If you are looking for 1800 and 1300 numbers for your business, Dave says you can get them here.
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