What is IVR Number? (IVR Features and Benefits)

Top Features of IVR You Must Know

Generally, IVR systems come equipped with a variety of features along with the integration of IVR with a CRM system. These can empower your business in several ways.

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Here are some of the main features of IVR systems:

1) Inbound calling

The inbound calling feature allows the system to automatically handle all incoming calls on the IVR number. There is no manual intervention in the entirety of the process. 

Instead, your IVR system asks callers to choose an option in the IVR menu. Then, the IVR system routes them to the relevant department or agent. In case an agent is unavailable to address their concern, the caller can leave a voicemail.

2) Outbound calling

With the outbound calling feature, IVR systems can automatically place calls to any phone number specifically. Furthermore, your IVR system can also connect a live agent to the call. This happens when the caller selects the option to connect to an agent on the menu. 

Additionally, the same feature can be used to gather feedback from customers and conduct surveys.

3) Ability to set custom voice messages

Custom voice messages are used to greet callers whenever they dial your business’ IVR number. The greeting can even be customized in different languages based on the selections of the caller.

You can even use the text-to-speech feature on the IVR system if you don’t wish to record the message yourself.

4) Automatic call routing

Incoming calls can be redirected to the agent or department that can best handle specific customer queries. This greatly reduces customer frustration, enables faster call resolution, and increases the efficiency of the IVR system.

5) Live call monitoring

Another feature that proves extremely useful to call center managers is a dashboard for live call monitoring. This enables them to keep track of individual agents and also access details of their active, on-hold as well as past calls.

In addition to these 5 features, some systems offer unique custom features that enhance the IVR experience. For example, if you want to automate your inbound calls, you can avail NeoDove’s IVR system.

NeoDove’s IVR system allows for direct lead consolidation as well as campaign segregation on the basis of the nature of the said leads. In other words, NeoDove automatically puts incoming calls into either “picked” or “missed” call campaigns, based on the outcome of a call.

This allows for a distinct categorization of your leads and can help you prioritize your next actions accordingly.

How does an IVR number work?

Interactive Voice Response (IVR) is like having a conversation with a computer over the phone. It helps you get the information you need or reach the right person. 

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Let’s break down how it works in simple steps:

Step 1: Dialing the IVR number

It all starts when you dial a special phone number, known as an IVR number. This IVR number connects you to the IVR system, which is like a smart helper on the other end.

Step 2: Welcoming greeting

As soon as you call, the IVR system greets you with a friendly message. It might say something like, “Welcome to XYZ Company. Press 1 for sales, 2 for support, or say ‘billing’ for billing inquiries.”

Step 3: Making your choice

Now it’s your turn. You can either press a number on your phone’s keypad or speak to the IVR system. For example, if you need support, you can press ‘2’ or simply say “support.”

Step 4: IVR’s brain at work

The IVR system is super smart. It listens to your choice or reads the button you pressed. Then, it figures out where to send your call. If you asked for support, it will connect you to the support department.

Step 5: Getting help or information

You’re almost there! Now, you’re either speaking with a real person who can help you or getting the information you asked for. It’s quick, efficient, and saves you time.

Best Practices For Contact Center IVR

IVR systems are powerful tools for enhancing customer service and operational efficiency in contact centers. 

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Here are some of the best practices for contact center IVR:

1) Offer a route to speak with a live agent

One of the key roles of IVR is to provide efficient self-service options. However, it’s equally important to offer callers the opportunity to speak with a live agent when needed. 

Make sure your IVR menu includes a clear and easily accessible option, such as “Press 0 to speak with a representative.” This ensures that your customers with complex inquiries or those who prefer human assistance can connect with a skilled agent. 

2) Only make call recording announcements during transfers

While call recordings are essential for quality assurance and compliance, lengthy announcements can frustrate callers. Instead of announcing the call recording at the beginning of the IVR menu, consider introducing it just before transferring the call to a live agent. 

For example, you can say, “Your call may be recorded for quality purposes” right before the transfer occurs. This approach maintains transparency while minimizing unnecessary interruptions during the initial IVR interactions.

3) Implement self-service options for common tasks

Efficiency is a hallmark of a well-designed IVR system. To achieve this, implement self-service options for common tasks that callers frequently inquire about. These might include balance inquiries, account updates, appointment scheduling, or payment processing. 

By allowing customers to complete these tasks independently via IVR, you reduce the workload on live agents, decrease call wait times, and empower customers with quick solutions.