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List of Call Centre Terminologies

What is Interactive Voice Response (IVR)?

VR (interactive voice response) is a telephone system that can route calls. Simply, it enables clients to communicate with a computer before speaking with a professional. Automatic Contact Distribution, which is commonly seen in call centres, works in collaboration with this technology. You've undoubtedly spoken with a virtual assistant over the phone more times than you can count.

IVRs handle inbound phone calls, gathering information about the customer's request before forwarding it to the proper department. Even the user's virtual phone number might be utilized to change the conversation.

When consumers call, they are often greeted by a taped audio menu. The consumer is instantly linked to an agent who can assist after exploring the menu either vocally or mechanically (using the phone keypad).

How Does Interactive Voice Response Work?

Even the most basic IVR system saves time and money by lowering hold times and requiring less employees. Modern technologies, on the other hand, give an even better consumer experience.

IVR Systems for Beginners

IVRs have two main components that allow the computer to interpret and process the demands of the caller. Voice recognition is the first, while dual-tone multi-frequency signaling is the second (or DTMF).

DTMF signaling occurs between the phone and the computer when callers use their phone's keypad to select menu options. This touch-tone technology allows intelligent call routing without the need for a human operator.

Callers can make vocal replies instead of using the keypad to explore the menu on IVR platforms with speech recognition capabilities, which is referred to as Directed Dialogue. "For billing, press three or speak billing,'' for example, an IVR menu may suggest.

IVR Systems of the Future

Customers' IVR experiences are becoming more natural, quicker, and pleasurable as IVR technology advances. Natural Language Processing (or NLP) software, which is a type of conversational AI, is one of the most customer-friendly breakthroughs.

Advantages of IVR Systems

IVRs, first and foremost, provide the benefit of an automated screening mechanism. Agents have an indication of what sort of issue they'll be dealing with before they answering the phone, rather than digging into a grab bag every time they pick up the phone. The menu choices selected by the caller define the type of call.

Meanwhile, the caller gains access to an agent who is ready to address their inquiries. This eliminates the time-consuming and inconvenient practice of being manually moved from one department to another by agents before dealing with someone who can assist you.

Whereas the consumer avoids being put on hold numerous times on the same call, your company saves the high expenses of needlessly protracted call handling times. In other words, it's a win-win situation.


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