Major Use Cases of IVR in Call Center


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Major Use Cases of IVR in Call Center


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Call center solutions come up with an amazing range of features. One of the most superior quality call center solutions available in the market is an intelligent call center software solution. It is loaded with a wide array of advanced features. The authors talk about all of these advanced features in their articles and write-ups, but what about basic features? Aren’t those holding any importance? Were they developed just to complete some basic operations? These questions can be better answered if I cover one of the features available in all call center software solutions and share its use cases. Let’s talk about one of the most common features, IVR (Interactive Voice Response).

Usually, call centers and businesses using even an intelligent call center software solution consider IVR as a basic feature, which is used for some primary jobs. However, this simple-looking feature has many important utilities. Let’s explore some of the major use cases of an IVR:

1. To connect the caller to the right person

You would say you know this one. Yes, this is the most common use case of an interactive voice response feature. In fact, this is the only use case many businesses implement. When someone calls at the customer care center or any other department, this feature of intelligent call center software asks some questions and puts the caller in the right queue or connects him or her to the right person in the company.

2. To send notifications, reminders, and alerts

Businesses need to send different notifications, reminders, and alerts to their customers. For example, if they have to pay the bills, first a notification needs to be sent about the upcoming bills. Then multiple reminders will be sent to the customers to make sure they pay the bills before the due date. Even after multiple reminders if customers do not pay their bills and the due date comes, then the alert gets sent. Usually, businesses either use voice broadcasting feature, or put agents to talk to the customers to convey these notifications, reminders, and alerts. However, IVR can be used here to save resources.

3. To send offers and coupon codes

Similar to notifications, reminders, and alerts, interactive voice response can also be used to send upcoming offers and coupon codes to increase sales and revenues.

4. To run a survey or collect feedback

Knowing customers’ experience of your service or product can help in increasing customer retention along with satisfaction. IVR can be used to run a survey in general or get post-call feedback to know whether the customer is happy with your service or not. This can be really helpful to retain clients in the competitive world.

5. To qualify a lead

Instead of putting agents, an IVR can be added to collect fundamental information and perform first phase lead qualification. This increases productivity and at the same time speeds up the lead qualifying process.

6. To identify sales opportunities

An outbound interactive voice response feature can be used to have an automated call with existing customers to make them feel valued. And at the same time, asking the right questions to identify possible cross-selling and upselling opportunities.

Author Bio

Author works in a company that offers PC dialer, intelligent call center software, mobile SIP dialer, video conferencing solution, and many other solutions. It also offers various trending services.


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Manila Desoz

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