Interactive Voice Response Units

An IVR or an interactive voice response unit is a commonly used phone technology, which allows a caller to select options using a pre-recorded voice menu. The IVR system typically consists of telephony equipment, software applications, a supporting infrastructure and a database. By means of the IVR, the caller can obtain or leave information without the need of a live operator. The pre-recorded voice can give instructions to the caller on what to do- from something as simple as ‘press 1 for yes, 2 for no’ to ‘what can I do for you?’

Speech recognition technology is also possible wherein the caller’s spoken answers such as ‘yes’ or ‘no’ or even business names can be recognized by the software. The IVR also has the capacity to record voice input for later handling.

IVR technology has literally redefined interactive customer relationship in call centers globally. IVRs come as different applications – the IVR-only self-service application and the IVR together with contact center. In the latter case, there is a ‘before agent’ interaction where the call is routed to multiple centers and an ‘after agent’ interaction, which consists of follow-up information, automated disclaimers, client satisfaction surveys etc.

IVRs are capable of performing a wide variety of functions such as the following:

Name and Address capture

Appointment Setting

Employee Screening

Credit Card Activation

Trouble Shooting Tips

Reverse Phone Number Facility to Identify Callers

Automated Billing Inquiry- This enables the customer to access their current as well as previous balance that will be communicated to them once certain details are verified.

Automated PIN unblocking Key Inquiry

Fax on demand- The customer can receive a fax of their billing information immediately after requesting it.

Change of Easy Access Code

Transfer to a live Customer Service Representative

Text to Speech capabilities- The IVR is capable of retrieving data from a database and then reading it back to the caller.

Other uses of the IVR include looking up movie schedules and their booking, conducting surveys and polls etc. IVR units save time, energy and expenses through the following ways:

Customer inquiries are resolved promptly

Actual agents are left free to handle more complex calls

It helps organize information and data flow

Operational hours can be made 24/7 without increasing staff

However, IVRs have often been criticized of being complex, difficult to use and unhelpful many a time, mainly due to the lack of appropriate technology and appreciation for the caller’s needs.