Interactive Voice Response (IVR) can affect an entire organization in many ways. A main feature of an IVR system is that you can use it for a majority of calls for your business. This will help minimize the workload and stress on your skilled personnel and allow them to focus on callers that genuinely need their attention. A benefit of this is that a company can considerably minimize overhead and expenses while enabling employees to be more productive.
Another benefit is that IVR automation allows people to contact your company 24 hours a day, 7 days a week for every week of the year. Between this and the advantage mentioned above, your company can gain the important competitive advantage of superior customer service.
You can use IVR for retailer and manufacturer account inquiries or their order status inquiries, shipment locator, pricing information, and information/literature requests. If you are a financial service you can use IVR to provide account balances and history, transfer of funds, bill pay, interest rate inquiries, loan payment calculators, loan applications, credit card activation, and even branch/ATM locator.
Or you can use IVR for healthcare claims, eligibility inquiry, open enrollment, physician referral, test results reporting, facility and patient scheduling, or pre-admission certification. And the same goes for other insurance policy claims and/or questions.
Finally, you could use IVR to help people find out about their Human Resources benefits status, open enrollment, training registration, time and job reporting, job postings; a government tax refund status, tax filing, ticket inquires and payments, or assessor inquiries; and utilities billing questions, outage reporting, emergency notification, collections notification, or service on/off scheduling.
Regardless of what type of business you are involved in, chances are you can use IVR to lower your business costs, while increasing your employees’ performance.
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