Inbound call center is using the innovative IVR technology for maintaining the quality of its service.

The inbound call centers employ technological advancements to ensure that they provide quality service to their clients and customers. Interactive Voice Response or IVR is a technology that makes the computer interactive. With the help of this technology the computer is able to detect the voice and the keypad inputs. This helps the inbound team to focus on their performance and thus, the functions are carried out very smoothly. The technology has been devised for serving the telecom industry but now it is also being incorporated in mobile phones satellite navigation systems and other automobile systems.

The IVR technology enables the customers in accessing a database of any business enterprise. This is done through the touchpad of the telephone provided that touchpad is endowed with the speech recognition feature.

As soon as the customers access the database, they are able to get their queries solved by listening to the voice based answers. The entire interface can be transformed into a sequence of simple menus, with the help of the IVR. Interactive Voice Response has created a revolution in the technical world and has proved to be very beneficial to the BPO industry. It is mostly being used by the customer care centers which need to attend a huge round of incoming calls.

Experienced callers of the inbound team need to attend a great number of incoming calls over the telephone. These kinds of functions require the application of IVR technology and therefore, it is being used here. Another important advantage of this technology is that it reduces operation costs and at the same time, increases the satisfaction of customers. Large enterprises make use of IVR for smooth functioning of their services. Telephone banking, transaction of credit cards, customer care are some of the IVR applications. The companies are availing these services to increase profit without wasting much time, energy or money.

The technology plays an important part in the BPO industry since it has the capability of identifying callers. Thus, the call center agents are able to make the necessary changes in their services according to the customer’s requirements. The modern IVR systems use CTI (Computer Telephony Integration) which helps it in identifying the customer by looking at CLI.The call center agents are able to gather information of every caller, and that too within a short span of time. This mechanism is beneficial for the callers since it transfers the calls to suitable agents. In this way, the customer is able to get the exact solution to his problem or query. After all, the business of the BPO companies is entirely dependent on customer satisfaction. IVR technology can provide improved customer service at a reduced cost. Therefore, it is highly beneficial for business organizations and customer support services.

Interactive Voice Response can effectively deal with a huge volume of phone calls with ease. The organizations that conduct survey are also using IVR technology for making their work simpler as possible. It incorporates varying technologies such automated call distributor, amalgamated speech of the computer, etc.