IVR Benefits
Increase
customer satisfaction by offering personalized call treatment.
Decrease
call times.
Improve
efficiency and productivity.
Automated
speech recognition.
Free
up resources through automation.
Increase first contact resolution by routing to the
appropriate agent.
Reduce
operational costs.
Track
and report the journey of every call.
Gain
Automated Speech Recognition
Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.
IVR and Contact Center Continuity
IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.
Outbound IVR
Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus
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Sample Applications
The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.
We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.
- Appointment Scheduler
- Auto Attendant
- Bill Payment
- Billing and Account Inquiry
- Call Routing
- Check Ordering
- Claim Filing and Processing
- Credit Card Activation
- FAQs
- Hear Shift Schedules
- Listen to Human Resources Listings
- Policy Renewal or Coverage Changes
- Traffic Enforcement - Pay Tickets by Phone
Auto Attendant
ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.
Advantage
When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.
More from our blog
Top 5 ways to show appreciation to your agents
- Recognize their accomplishments: Remember to praise your agents if they have handled a task or project well this year. After all, who doesn’t like a compliment every now and then? According to a Survey Monkey study, 82% of employees consider recognition an important part of their happiness at work. Supervisors can use real-time and historical reporting to analyze the performance of their teams and acknowledge high-performing agents. Additionally, contact centers have tools allowing customers to leave feedback through surveys. Celebrate positive feedback with your agents to inspire and motivate them.
- Reward them: In addition to recognizing your employees’ efforts, show that you see their hard work and dedication by rewarding them. Agents can be rewarded for performing well or going the extra mile with tangible or intangible rewards. These rewards may be extra vacation days, gift cards, or even gym memberships.
- Create an exciting contest: Consider creating a fun contest to motivate and engage your agents for Employee Appreciation Day. Give your agents a heads up about a contest and choose a key performance indicator (KPI) without telling them which KPI will be selected. Then, at the end of the week, generate reports to announce who scored highest on that metric and reward your winner. These rewards can be small incentives like company swag, a free lunch, or even a Costco gift card. Gamification can boost employee morale by fostering a sense of belonging among your agents and making work more enjoyable.
- Adopt a flexible work environment: We all have times when we can’t make it to work due to situations beyond our control, like bad weather or a flat tire. Thankfully, some contact centers can provide agents with the option to work remotely from home. Cloud contact centers can even support agents’ ability to work from anywhere and on any device, including desktop and mobile applications. You can make your agents feel valued and appreciated by fostering a flexible work environment. Having remote working options can significantly boost job satisfaction, increase agents’ work/life balance, and reduce contact center turnover.
- Welcome agents’ feedback: Show your employees that you are genuinely concerned with their well-being. Asking for feedback is an efficient way organizations can truly understand the employee experience. By actively listening to your employees, you can gain valuable insights your organization would not have known- even a simple check-in on how your agents are doing can increase their satisfaction.
Agents play a crucial role in delivering customer service, so it is important to show you appreciate them just as you would with customers. Making appreciation a habit with these ideas in mind can improve your contact center employees’ happiness, engagement, and overall productivity at your organization. When agents feel appreciated at work, they are more likely to provide excellent customer service. Read our previous blog to support contact center employees working from home!