IVR Deconstructed

Interactive Voice Response systems aren’t just for inbound callers. Many businesses are leveraging outbound IVR to automatically notify their customers of various events and problems. Most people don’t mind these messages, as they supply useful information. Here are some of the ways your company might go about leveraging outbound IVR…

Doctors and dentists can utilize it to remind their patients of appointments. Educational institutions may report unexpected class or event cancellations by telephone. Pharmacies can alert customers of the need to refill prescriptions. Account holders at a bank or credit union could be notified by outbound IVR of fraud or security breaches.

Businesses often tailor their outbound calls to each individual recipient. This makes them much more useful than prerecorded messages, and ensures that the correct person is receiving an alert. For example, a physician might use this “template” for outbound IVR appointment notifications:

“Hello [name], this is Dr. Smith’s office calling to remind you of your [time] o’clock appointment on [date]. Please call 555-5555 if you have any questions or concerns… Say YES to repeat this message.”

Note that the use of voice recognition in this context is optional, but it better accommodates recipients who still have pulse or rotary telephones. The outbound IVR system can also leave a message on the customer’s answering machine if he or she isn’t at home (or mistakes the caller for a telemarketer).

Outbound IVR isn’t only about providing alerts and notifications. It can also be used to carry out polls, surveys, and other interactive procedures. For example, some television stations have used it to ask viewers about local issues, then broadcast the results during their news programs.

Contacting clients manually or sending notifications by mail is more costly and takes much longer to accomplish. Using outbound IVR also has the advantage of being able to contact a large number of people with individually customized messages. That’s why many companies are leveraging outbound IVR to great benefit.  If you would like to learn more, please contact us for a free consultation on how outbound IVR can improve your company’s efficiency and effectiveness.