- When customer contact on business phone number
- They are greeted by a pre-recorded message (“Welcome to the ABC Company, Press 1 for Sales department, press 2 for Account department, or press 3 for customer support”) and then instructed to enter specific numbers on their keypad to receive the desired results.
- Once the desired IVR is dialed by the customer, the process of fetching data takes place and the required information is relayed back to the caller.
- When the desired number (press 2 for account department) is dialed by the customer, caller either waits in queue or is connected to the right department for assistance. In case queue is busy call will be route at default number.
IVR Benefits
Improve your company’s image: IVR can be used by startups and smaller companies to give the impression that they are a larger enterprise than they actually are. if you have just a small number of employees in your company, you can set up IVR prompts so that callers can speak with account department, technical support, sales, marketing etc. No matter which department the caller selects, they will be connected with the team member tasked with taking all calls. Your customers will be astounded by your business’ professionalism.
Call Monitoring: Call monitoring help to improve communication and customer service. mostly, it’s used in customer support setting to help decrease overall agent training time and deliver a high-quality consistent support experience. AdGear IVR Calling software help to monitor all the agent’s telecom device where customer’s calls are routed by AdGear ivr system in the office. We can easily understand how many calls were answered by agents. which agent took the maximum number of calls from AdGear’s IVR System and get full-fledged call information on the browser interface. call monitoring is a method to manage call quality, improve agent performance, increase agent efficiency and develop sales or marketing strategies.
24*7 Availability for Your Customers: You may let your clients know that you are available to help them at all times by using the smart call routing IVR service. Even when you aren’t available, you can let them know why you aren’t and what your official business hours are.
Management of large call volumes: IVR assists firms in properly managing their high call volumes by dividing them up among various departments and agents.
Real-time Analytics: With the help of IVR, you may view real-time call statistics on your panel for both incoming and outgoing calls.
Improve customer services: When a consumer contacts your business and is welcomed by an automated voice, it gives them the impression that you are more professional. It also improves their whole experience when they are linked to the appropriate person for the resolution of their problem.
Call Recording: Our IVR service assists in maintaining a record of all call recordings for all calls that were answered, which may be used in the future for training and quality analysis. It is beneficial.
Call forwarding to a dedicated department / Smart Call Routing: You can send the call to your senior or another concerned party or connect them with the ongoing call to continue the conversation with the help of our intelligent call management system, which also assists you with call forwarding and conference calls.
Sticky agent: The sticky agent function of IVR is another useful feature. If a customer uses a certain agent and considers them to be more helpful, you can enable connectivity to that agent for subsequent follow-up calls.
