Think how much a gas station saves in labor costs by offering self-serve options. Especially considering that most customers don’t mind pumping their own gas when given the choice (we’re talking to you, Oregon and New Jersey). A call center without Interactive Voice Response (IVR) is like a gas station that puts an employee on every pump.
IVR functionality makes call centers more productive by facilitating the automation of simple tasks – like call routing – while reserving agents’ time for more complex issues.
Increase Productivity With Self-Routing Options
With IVR keypad and voice recognition functionality, call centers can set up custom menus to provide their customers with a variety of routing options. Customers can also enter personal information with their keypads that can help agents provide better service when they get on the phone.
Offer Services at All Hours
With IVR, customers can receive a variety of services without speaking to an agent. Even if a call center’s agents go home at 6pm, customers can still check account balances, make payments and even request services around the clock.