Tips for Using IVR Speech Recognition Software

Businesses frequently face the problem of the lack of call center operators. Moreover, during promotions or while working on a large company project. Customers have to wait for an answer, although their issue could be resolved almost instantly.

In such cases, IVR (Interactive Voice-Response or the organization of pre-recorded voice messages) comes to the rescue. Let’s take a closer look at what IVR speech recognition software is when working with clients, and what advantages it has when implemented in a call center to improve the efficiency of call processing.

What is an IVR system?

Interactive Voice Response (IVR) is a service that plays voice messages and handles calls through various scenarios. In other words, IVR helps the client direct the call to the extension number of the required department or employee using the phone or voice buttons.

Sphere of Application

Modern IVR systems are handy and convenient tools for any business since it deals with consumers. Any PBX is simply obliged to support this service. The system will simplify the workflow in the following areas:

• call centers (this is the Number 1 goal for IVR systems);
• online stores and marketplaces;
• offline retailers;
• businesses and entrepreneurships of any coverage and scale.

An IVR system will come as a useful solution for companies that want to stay in touch with consumers and increase their loyalty toward brands.

IVR software is also a great voice call service. Use it to remind clients about the need to make the next payment or an upcoming appointment with a specialist.

Advantages of IVR Software Application

According to Gartner research, in 2020, about 85% of all phone calls in a company were processed without human participation. Such statistics are not surprising since the IVR telephone service helps solve a wide range of problems and tasks at once:

• lack of staff, especially if it is a small business that does not have the opportunity to hire lots of employees.
• solving standard questions if the call flow is long. Sometimes, clients can find answers themselves using standard commands. It is not necessary to contact managers.
• improving customer service. They quickly call the company, receive a voice response, and promptly resolve their issues.
• reducing the time spent on the line. Customers are irritated when they have to hang on the line for minutes, which negatively affects the company’s reputation. The introduction of IVR software will help reduce this time and simplify the process of customer redirecting to the needed specialist.
• increasing brand loyalty. The system can track interrupted calls and offer the client to connect with the same employee so as not to tell another specialist about the problem again.
• increase in revenue. Businesses can record promotional messages for customers, for example, on products that they have previously bought, in order to increase the average bill.

The main benefit of the IVR system is to automate the routing process since often the call center operator has to redirect the call to one or another specialist of the customer’s company to solve specific problems.

Rules for Creating Effective Voice Menus

Any voice script must begin with a greeting. Record a short message for customers, in which you greet them, briefly tell the key information about your company, and find out the purpose of the call. Then, think over all the points, taking into account the following recommendations:

1. The more questions the answering machine solves, the less the burden on your staff is. Interview employees; find out what problems clients frequently address to them by phone. After highlighting the typical ones, group them, and write down the standard answers.
2. Do not overload the auto-responder with a large number of items and nesting levels. The best option is 5–9 points to choose from, customers don’t remember more. Also, several levels of nesting are enough since clients drop calls with too complicated scenarios.
3. Pay due attention to recording messages for your answering machine. Do not use complex terms and unnecessary information in them. Answers to questions should be simple, clear, and concise.
4. Offer to return to the main menu more often or request a callback. This will be welcome by those consumers who do not want to wait for a connection with the operator.
5. Inform the client about the position in a queue. The most irritating moment for the client is staying in the dark. If the client’s call is in the queue, make sure to report the average waiting time for the operator’s response. It is even preferable to inform them about the number of clients in the queue.
6. Exclude the music screensaver in the menu. You can’t please all customers at once, no matter what kind of music is recorded in IVR; then, why play it? It is better to use this time to inform buyers about novelties, promotions, or updates. Alternatively, let the client rest and sit in peace and quiet, informing him of his number in the queue.

Additional Functionalities of IVR Systems

The service can be supplemented with:

• Speech recognition function to record a “smart” voice menu. Unlike the standard one, it does not require the use of a phone keypad. That is, your customers will pronounce their questions, and the system will “understand” them and provide corresponding answers.
• Speech recognition option. Customers can pronounce the order number to report the readings of utility meters or find out information on it without involving the operator.

The voice menu can be integrated with CRM. All information about customers who called you is stored in a common database so that you always have access to it and can quickly process calls.

You can also use the built-in metrics to evaluate the effectiveness of working with IVR and refine call processing and routing scenarios based on the results. After all, a simple and convenient voice menu is an excellent tool for communicating business with customers.