Anyone that has had to make a call for support has likely encountered an IVR, which stands for Interactive Voice Response.

Initially, IVRs were very basic and were only based on numerical input. As technology improved, the ability to make selections via voice was provided.

Beneficial for everyone.

Most negative experiences result from a poorly designed IVR flow. When implemented correctly, an IVR will allow a customer to reach their desired information in the most direct path. Within a call center, this fact cannot be overstated due to different staff handling different issues. This aspect is typically addressed by using skill-based routing. What skill-based routing does, is ensure that a customer is able to get directly to the person they need to speak with based off of their selections made. By allowing the customer to connect to the correct destination, not only are call metrics, such as AHT (Average Handling Time) and FCR (First Call Resolution), optimized, but customer satisfaction is likely to be heightened as a result. The sole purpose of a customer placing a call is to resolve an issue so you want to make sure that the process can be completed as smoothly as possible.

Doing it right.

Not every business will have the same needs. Some businesses may be taking thousands of calls an hour, while others may not take that much in a month. Our foundation began with a Fortune 500 company that fell into the first category, although at a much higher rate than stated. By partnering with us, we help ensure that our clients are able to get up and running quicker so that they can focus on running their business.