The Guide To Choosing Between IVR and Agents

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While running an organization, customer satisfaction plays a crucial role. A company with more satisfied customers has higher chances of attaining success in the long run. Customer care calling services are provided by every firm, but the biggest dilemma that everyone faces is whether to choose IVR, i.e. Interactive Voice Response, or live agents. If you are still confused, here’s what you need to know.

What is an IVR?

Small companies or organizations that frequently encounter high call volumes on weekdays or during peak hours may benefit from IVR systems. In such cases, IVR systems can help by categorizing each call based on its concerns and routing it to agents who are equipped to deal with such issues.

However, hiring live agents to handle all the customer calling services can be a costly process as you would have to pay all the agents. IVR solutions for small businesses can be of great benefit as it simply cuts down on your cost of paying live agents.

IVR Vs Live Agents

When to utilize IVR and when to go for live operators are crucial decisions that small firms must make. Such decision-making isn’t straightforward. And, because it has to do with customer satisfaction, which is critical to corporate success, it necessitates a thorough examination of several aspects.

  • Using IVR

Using Interactive Voice Response for small businesses is good to go when your consumers have regular queries, like requests for bank account balances, company hours, retail instructions, recent payments, and so on. These are examples of these types of queries. These inquiries do not necessitate any consumer contact or extensive data gathering. If consumers want a speedy response, use IVR so that they may get answers quickly and with fewer key presses.

  • Using Live Agents

Use a live agent if the transaction is more complicated and involves more client involvement (sensitive data, proprietary information). If you understand that a degree of human intelligence is necessary to satisfy a customer’s request, utilize a live agent rather than an interactive voice response system.

Benefits of Using IVR

  • Companies utilize interactive voice response for a variety of reasons, one of which is to save money. Handling a live-agent call, compared to an IVR query, can cost up to 100 times more. In addition, scaling a customer care department necessitates hiring of additional people and addition of new wages to the budget.
  • Saving money by employing IVR, on the other hand, should not come at the price of dissatisfied consumers who are not getting their requirements addressed. Your clients’ happiness is the most important thing to you, so select a solution that will satisfy their demands and keep them pleased.
  • Furthermore, a well-designed IVR system lowers the need for human agents, resulting in more automated and cost-effective customer support operations. The IVR function not only improves contact center productivity and KPIs but also improves customer happiness.

Things to Consider while Choosing an IVR System

Begin by looking at your existing customer enquiries to get this process started. Investigate why your consumers call you and jot down the most common issues and queries, since these will be the most essential to them. Then, as previously mentioned, evaluate each situation based on its complexity and amount of consumer emotion. Continue to track the calls over time and make adjustments as needed to ensure that your customers are well-served.

1. Call Flow Customization

Easy-to-configure call flow and drag-and-drop user interfaces are critical to a successful IVR experience. An IVR service must provide an intuitive interface that allows users to easily modify the call flow or adapt it to meet changing consumer demands.

2. Omni-Channel Support

The IVR system you choose must be capable of bringing all of your customer contact center discussions together in one place. Asking consumers about their concerns over and over on every platform will just add to their irritation and misery, say experts at Contact Center Connection (CCCC).

3. Ability to Route Calls and Keep Customers’ Information

The IVR system you select should be able to store client information for a long time. If a client calls the helpline number and requests to speak with a sales representative, the IVR software must route the call to the sales department rather than the IT department or another department.

4. AI-Powered Conversational Capabilities

Purchase an IVR system that can be integrated with solutions that have  conversational AI capabilities. Businesses will be able to shorten and simplify IVR menus. Some AI-based characteristics and solutions to look for are Automated Speech Recognition (ASR), Text-To-Speech (TTS) and Natural Language Understanding (NLU).

Knowlarity provides the best IVR solutions which are trusted by some of the top brands like Swiggy, Oyo, IndiaMart, Titan, Hyundai, Policy Bazaar, Tata Sky, BharatPe, and many more.

So, what are you still looking for? Get in touch with us now!