IVR Services: Automated Voice Prompt

2007-03-08 10:33:40

( Business )



INFORMATION PLEASE

Most of us have already made use of IVR systems, only we are not aware that we have been using them. If you are familiar with getting a recorded voice answer your call, prompting you to push some number on the phone pad to dial an appropriate service, then you are familiar with IVR systems.

Integrated voice response or IVR services are commonly used by businesses to automate their phone answering services. IVR services are connected to a mainframe where the numbers you type or dial in your keypad corresponds to specific command in their main database.

For example, if you need to check your credit card balance, you dial your bank’s customer service hotline where IVR services will answer your call and prompt you to dial a number that matches the service that you need. You may also be prompted to type in a unique PIN number to verify your identity. Once the verification has been cleared, then IVR services will provide the information that you need, in this case, your remaining credit card balance.

HUMAN TOUCH

Of course there will always be cases that IVR services cannot resolve. That is why there IVR solutions have a provision to talk with an operator or customer service agent. You will be prompted to press a certain number and your call will be handled appropriately.

However, IVR services are not meant to supplant actual conversations with real people. There are limits to what IVR services can do. Usually, IVR services are useful for subjective questions that can be answered by a simple yes or no, or for inquiries that ask for very specific answers that can be provided by the computer data bank.

IVR services are very useful because it addresses your client’s needs without intruding too much into your manpower. When basic questions are left to IVR services, your business can focus on improving its core competencies.


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