Dealing with billing issues can be a major call center customer service hurdle, even for the most experienced agents. Studies show that in banking or finance, the number one reason for calls to support lines is billing related. But there is a way to streamline bill paying without compromising service.
Using automated systems, like Interactive Voice Response (IVR), can greatly reduce these stressors and improve the customer experience. In fact, 80% of contact centers find automated and AI-based tools incredibly important in their day-to-day operations. An IVR payments system is a fantastic solution for busy customers who want to pay their bills and go on with their days.
This blog will look at what IVR is, its benefits, and how using an IVR payment system can improve your business outcomes.
Interactive Voice Response (IVR) refers to an automated phone system. It acts like a menu that a caller can choose from to route them to the correct department. An IVR system directs incoming callers to access information without needing to speak to a person. This has two benefits: it helps customers find a solution quickly while streamlining the productivity and time of call center agents.
With IVR, callers use the touch-tone keypad or speak into the phone to self-direct the call. Some examples of an IVR automated menu include:
IVR is a call center technology advancement that streamlines call routing right from the start. Improving call routing is a good way to keep customer satisfaction rates high. Plus, 75% of customers feel they should have the ability to solve their own problems. Allowing customers to choose from an automated menu makes them feel involved in the process and personalizes the customer experience right from the start. This seemingly simple technological tool has remarkable results:
IVR isn’t only useful for directing customer calls. IVR is also a resource when payments are involved, particularly for companies that process a high volume of orders regularly, or that encounter disputes. IVR payments work by integrating with an existing IVR or contact center software or are part of an Interactive Voice Response Platform.
But this isn’t all an IVR system offers call centers and other businesses. More IVR payments features include:
Because an IVR payments system allows customers to make payments right away, it provides customers with peace of mind, knowing that their payments will not be late or missed. Other benefits of an IVR payments system include:
IVR payments will not replace agents, but it is a useful tool for call centers. For simple tasks or information requests, IVR is a direct way to save your business and a customer’s time.
IVR payments is a great example of how technological advancements can help make life easier for agents and customers alike.
Quality assurance software is another example. Scorebuddy’s QA program is a strategic, tailored way to analyze all aspects of your call center. From agent self-evaluation to performance metrics, to scorecards, a QA program can elevate your call center team like never before.
Get in touch to find out more about Scorebuddy and IVR payments today.