How it can make a difference to your business – FEATURES AND BENEFITS
How many times do we hear “Press 1 for Sales”,” Dial 2 for Customer Service” …. when we call a company’s telephone line.? Many managers and CEOs don’t understand the value that an IVR service will bring to their company. In this blog, we explain what IVR Software is and how it can benefit your Call Centre experience.
Kendlebell offer this service a very competitive rate. Learn more about this service here.
Interactive Voice Response (IVR) is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate person within your In-House or Outsourced team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company
Features of an IVR System are as follows:
Allows for personalised IVR messages and prompts
IVRs allow you to record customised greetings, messages and prompts so that when your customers call your company, they will have a more personalised experience. e.g. “Press 1 for Sales”,”Press 2 for Credit Control”
Collecting of information about your callers needs prior to the call being forwarded to the relevant staff and improved customer service
IVRs collect information about your customer’s needs and will transfer calls to the most appropriate agent or department depending on their IVR input. When calls are directed to your staff or the Virtual Assistant in your Outsourced Call Centre using this technology, they will significantly reduce the probability that the caller will be transferred to the wrong person or department.
Use of pre-recorded IVR messages
If you prefer to not use your own voice on the IVR, you can use pre-recorded IVR messages. Using a professional voice will increase your company and brand image.
Automation of the customer service process
Where required, IVRs allow your customers to obtain the information they are searching for without speaking with anyone. They will help to automate the customer service process and improve your customer service.
Prioritisation of calls based on value
IVRs allow you to prioritize calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. If all your agents are busy, they will be directed to the front of the waiting queue. Your team will never lose a high-value customer due to poor customer service or a slow answer time.
Handling of high call volumes
IVR systems allow companies to easily handle high call volumes. Callers will automatically be directed to the agent or department that is most capable of meeting their needs or will wait in a queue when all agents are busy. Some IVR systems allow the caller the option of having an agent return their call rather than wait in a queue.
Benefits from using an IVR system
Improving your company’s image
Start-ups and smaller companies can use IVRs to make it appear that their company is larger than it actually is. If you only have a few people in your company, you can configure IVR prompts that allow callers to talk to sales, support, marketing, or accounts /administration, etc. Regardless of what department the caller chooses, they will be routed to the person on your team best qualified to handle his query.
Increase first contact resolution
IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
Increase customer service efficiency
Staff who work in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned because they have developed an expertise in their area. The result is an increase in customer service efficiency.
Reduce operational costs
IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. IVR systems are also very affordable, will increase efficiency and will reduce operational costs, so the Return on Investment is huge.
Increase professionalism
You can use an IVR system to greet your customers in a very professional manner and to make it appear that you have more departments and employees than you actually have.
Increase customer satisfaction
When your IVR is easy to use and reliable, customers will never be routed to the wrong department, or to an agent who cannot solve their problems.
Overall, as demonstrated above, the features of IVR systems provide clear benefits and the associated costs are relatively low. It is therefore a sound investment with huge ROI.
Kendlebell Overview
Kendlebell was set up In Ireland in 2006 and now have 4 offices providing a diverse range of services to the SME market. We provide a range of Outsource Solutions to the Business Community. Among our services are:
Business Telephone Answering / Message Taking.
We provide a personal telephone answering service for your business calls. All your calls are answered by your own PA, giving you peace of mind that you will never miss another new enquiry again. A call answering script is agreed in advance. All your business calls are answered in a professional and friendly manner as if we were part of your team. Our Business phone answering service is delivered at a fraction of the cost of employing staff, involves no administration and gives an excellent first impression. Messages are passed to you instantly by either text-to-mobile, email or you can phone in and speak to your Kendlebell PA at any time. Learn more here
Virtual Reception services
The Kendlebell team will act exactly as you would expect any receptionist to operate. They will take all incoming calls and transfer them through to the direct dial or mobile of the member of staff sought. If these individuals are not available, they can give callers the option to leave a voicemail or simply take a message which the PA will send on immediately. They will do so immediately by text or email with an end of day report summarising all your calls being sent as well. All of this is done seamlessly and without the company’s customers being aware that you are suing a virtual receptionist from Kendlebell. Learn more here
Diary Management Services
Our PA’s can answer your calls and make appointments, saving you up to 70% of the cost of employing a receptionist. While you are busy in meetings or with clients, your dedicated team of PA’s at Kendlebell can be taking calls and booking appointments for you as well as making entries into your online diary. We can access your online diary securely using a Username and Password. Their personal, friendly approach can really make an impact and promote a professional experience with your business contacts right from the start. You can see your scheduled appointments any time online. We can take calls to fill in gaps in your diary or change appointments while you are busy. Learn more about here
Customer Helpdesk / Order Taking
Services include capturing caller’s details and asking qualifying questions to get further information you may require. With each client, we agree call handling instructions to ensure our services benefit your company, freeing up your time to concentrate on running your business. We can link to your CRM /Sales Systems remotely and securely. We also provide cold call screening as part of our phone answering services. Messages will be forwarded on to you immediately by email or text, alternatively we can save and forward these messages at an agreed time. You will also receive a daily email summary of messages. Learn more about it here
