While many people may not be familiar with the term IVR, most consumers have interacted with IVR and most major companies now use this technology as part of their customer service.
IVR stands for interactive voice response, and refers to automated systems that are used to interact with customers. There’s a good chance that you have interacted with an IVR system. If you have ever called a company and been greeted by an automatic messaging system, which guides you through your call or transfers you to a department, then that was likely IVR.
IVR is different than other automated recording systems, as it’s able to intelligently interact with customers. With a traditional recording system, all customers receive the same recorded message. IVR, on the other hand, can provide customized service to each customer, transferring their call to the appropriate department, providing them with personal data, or reacting to other signals and cues.
There are two types of IVR. Inbound IVR deals with callers and other individuals who contact your business. However, outbound IVR can also be used to directly contact customers through automatic messaging, phone calls, text messages, social media, and email. With outbound IVR, companies can proactively contact customers using automated systems.
What IVR represents in the call center environment is the ability to more efficiently and effectively interact with customers. Outbound IVR can be used for a variety of functions.
With the services of an outbound IVR call center, businesses can receive many benefits.
Outbound IVR can increase your business success. As the leading provider of outsourced call center solutions, 3C Contact Services teaches its partners the necessary customer service skills to engage and retain customers and clients. Call us today at 1-888-353-2335.
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