The outbound IVR market in North America is still in its infancy although the last couple years has seen a lot of growth that looks to be continuing strongly.
Historically, outbound IVR systems were the meat and potatoes of call centers using auto-dialers for cold calls. That was clearly just the beginning, though, because outbound IVRs are finding their way into niches all over industry.
In international markets, IVR growth in general has been stronger than here in North America. Slow growth here was offset by growth in places like India, Brazil, Saudi Arabia, Eastern Europe and the Pacific Rim.
That actually changed somewhat for outbound IVR (at least in the United States) in 2003 when the Federal Trade Commission changed the rules for outbound telemarketing calls.
The changes set strict guidelines for outbound calls to customers. But while many thought the changes would put an end to outbound calls, they enabled companies to call already-established customers. They effectively limited cold calls but made it easier for companies to keep in touch with their current customers.
Companies began thinking of things in a different way, starting what was essentially proactive customer interaction. They began reaching out to customers to provide better customer service. Instead of annoying, it actually improved service and increased customer satisfaction and loyalty.
Outbound IVR systems have found their home in this niche. Healthcare providers can remind patients of appointments and regular checkups. Loan or credit card companies can alert customers if their payments are late. Restaurants can thank diners for visiting their places of business. Companies can welcome new customers and send out loyalty calls.
A 2008 study by Datamonitor projected that the market for hosted outbound IVR in North America would double between 2008 and 2013. Seeing the new and various ways organizations are using outbound IVR, it’s not hard to believe.
