What do IVR services do?

 

IVR service are an automated dialer and menu, and the voice of a human operator.

 

Customers can access two separate choices for dialing: local and long distance, as well as calling within one's region. IVR is available 24 hours per day, 7 days a week.

 

International, long distance, and other long-distance services are also available, provided by call centers.

 

IVR is, however, not a proper solution for consumers needing an immediate response to a concern, as the human operator has to wait for a person to answer, and take the call.

 

Centralized or hybrid

 

At the other extreme of the spectrum, many small companies decide to only take calls from customers with certain categories of customer service needs. A company might decide to place a small number of dedicated customer service representatives in each region. Customers in that region are only able to reach those individuals. If a customer needs to reach a manager or the CEO, a specific automated contact may be set up.

 

Customers will typically be able to reach a live human customer service representative within minutes of contacting the company. They may be asked to state their business, but they will get a prompt and proper response.

 

Simplicity

 

Most companies prefer IVR to conventional contact centers, both for cost-effectiveness and ease of use. Companies have multiple sources of information and know the customers well. Not having to constantly update and check the status of calls and emails from a call center, or having to wait on hold to be transferred to a human operator, often makes for a more direct interaction between a company and its customers.

Integration

 

Often, a company that uses IVR as a call center will also incorporate it into its other contact centers. While IVR is used only for calls originating from within a company, it can be used to handle calls for other departments as well.