When a customer of any business faces a problem, they want it solved quickly, with minimal effort. In nine out of ten cases, they reach for their smartphone. Whether it’s buying tickets, ordering pizza, or changing a phone plan, they make a call. Interactive Voice Response (IVR) services continue to be the vital link between companies and customers in many sectors, resulting in twice as many interactions as live-agent calls and five times more than text chats.
The demand for IVR services is on the rise. By 2030, the global IVR systems market is expected to reach $9.2 billion, compared to $4.9 billion in 2022. That’s why Global Bilgi has developed an advanced IVR service to help numerous companies in Ukraine and worldwide improve customer service and save resources. In this article, we will look at the customer experience of using Global Bilgi’s IVR system, and provide 8 examples of how our voice menu can improve your business.
What is Global Bilgi’s IVR Service?
Global Bilgi IVR Service is a part of the Sirius Contact Center Platform. At its core, an IVR system is an automated technology that enables two-way communication between a computer program and users through voice or keypad inputs. Engineers at Global Bilgi have developed an IVR menu for contact centers, which is an integral part of a contact center system. This IVR menu can be used for routing inbound calls, self-service options, and outbound calls (telemarketing, customer information, data verification, and more). Outbound IVR also provides excellent opportunities for call center automation.
The Key Benefits of Global Bilgi’s IVR Menu
Before delving into strategies to maximize IVR’s efficiency for your company, it’s crucial to understand the advantages this technology brings to businesses:
- Enhanced Efficiency: The IVR system can handle a significant volume of interactions simultaneously, reducing the need for agents and accelerating processes.
- Cost Savings: Automating routine tasks and queries leads to reduced operational expenses, freeing up resources for more critical functions.
- 24/7 Accessibility: The IVR system offers round-the-clock service, ensuring customers access information or support at their convenience.
- Multilingual Capability: Easy implementation of a multilingual IVR menu without altering its structure.
How We Improved Our Client’s Service Metrics
In 2016, a National telecom operator, a leader in the telecommunications market, approached us, drawn by Global Bilgi’s expertise in IVR systems. Our specialists conducted an audit of the client’s internal contact center, revealing deficiencies in call script adherence, order processing, CRM usage, and overall customer support. For the client’s contact center, we implemented our IVR system.
Over a year of collaboration, the results were impressive: over 2.1 million interactions with a 92% AR rate (the percentage of calls handled by operators after reaching the contact center), of which 63% were serviced in IVR. As a result of using Global Bilgi’s IVR solution and contact center outsourcing services, the client reduced operator interactions by 71%, increased FCR (First Call Resolution) by 28%, and processed 55% more calls through the interactive voice response system. Overall, the client’s expenses for call center services decreased by 46%*.
Another example is our partnership with the Ukrainian branch of an international consumer goods manufacturing company. By incorporating the partner company’s contact center into our operations, we conducted customer segmentation within the IVR, resulting in improved AR metrics and service speed. Introducing special offers for different segments helped increase cross-selling and enhance customer loyalty. Automated notifications during peak periods significantly reduced complaint volumes and improved overall service quality.
Currently, we are ready to offer IVR system implementation services for all types of call centers or provide contact center outsourcing services for businesses of any scale.
Benefits of Using Global Bilgi’s IVR System
1. Personalization – The Key to Success
Customize your IVR interactions to match your customers and your business. Use voice greetings and tones that align with your company’s image.
Implement intelligent routing parameters to direct customers to the right department or agent based on their needs or previous interactions. Offer self-service options such as balance inquiries or appointment scheduling to enhance customer interactions.
2. Cutting-Edge Technology with Sirius Cloud Contact Center Platform
The AI Voice Bot can handle various applications in your contact center and tackle numerous routine tasks. Handle inbound calls 24/7 without involving agents, gather customer databases, and boost sales through outbound IVR.
Allow customers to easily switch between channels, call customer support from web pages, or perform self-service operations using Visual IVR on their devices. Just imagine that up to 70% of user problems can be solved without the help of an operator!
3. Data Collection and Utilization
Gather data through CRM system integration to analyze employee performance, overall company operations, and statistics.
Don’t forget to collect customer feedback efficiently through IVR to measure satisfaction. The IVR voice menu will allow you to quickly receive a report on satisfaction with the service.
4. Integration with Other Technologies
Explore the synergy between IVR systems, voice chatbots, and other channels. Enable seamless transitions from IVR to live agents when necessary. Provide information on segmented databases via IVR VoIP.
Ensure flawless customer service through analytical capabilities and the flexibility of the Sirius omnichannel Cloud Contact Center Platform.
5. Continuous Learning Process
We understand the specificity and potential of IVR technology better than anyone.
By applying principles of intelligent interaction design, advanced analytics, and deep learning technology, we have created an IVR system that meets the needs of 21st-century customers.
6. Versatile for Any Business
Global Bilgi’s IVR menu, a part of the Sirius Cloud Contact Center Platform, finds widespread application across various sectors, including customer service, healthcare, banking, retail, telecommunications, and more.
Our engineers cover the design, deployment and support of IVR solutions and related software, hardware and services to improve customer experience and streamline business operations.
Use the IVR system to automate routine interactions, reduce wait times, and increase overall customer satisfaction, ultimately leading to improved efficiency and revenue streams.
7. Resource Savings with IVR VoIP
Reduce expenses on operator services and roaming with IVR VoIP.
VoIP allows making calls over the Internet, eliminating the need for complex, bulky equipment. Cloud communication services are cost-effective. In addition, the IVR VoIP service is multifunctional, so it can be configured to solve various communication tasks.
8. Security and Responsibility
Prioritize customer data security during IVR system implementation. The Sirius omnichannel cloud Contact Center System Platform adheres to data confidentiality rules.
Use encryption and authentication protocols to safeguard customers’ confidential information shared during IVR interactions.
Global Bilgi’s IVR system offers a powerful solution for businesses looking to enhance customer service, streamline operations, and reduce costs. Understanding the IVR benefits and making the most of this technology is crucial for success in today’s competitive landscape. Effective IVR implementation can be a game-changer for your business, offering not only cost savings but also improved customer experiences, and that’s something every business strives for.
* Data from Global Bilgi’s IVR solution and outsourced contact center services from July 2016 to December 2017. The statistics and data mentioned in this article are based on specific client experiences and may vary for different businesses.