The Complete Guide to IVR Numbers

»It’s important to connect incoming customer calls with the right person. An Interactive Voice Response (IVR) number helps achieve this by routing calls to the appropriate department.

Without an IVR system, customers may have to explain their issues repeatedly, leading to a poor experience. With an IVR in place, calls are handled more smoothly, improving service quality and allowing staff to focus on more complex inquiries.

In this blog post, we explore what an IVR number is, how you can track your IVR number, and its key features.

What is an IVR Number?

An IVR number is a virtual phone number that uses automated voice technology to interact with callers. The callers are guided through pre-recorded scripts and options to choose the department or service they need by using the keypad on their phone. This system helps businesses handle calls more efficiently without needing a live operator for every inquiry.

What is IVR in a Call Center?

An IVR (interactive voice response) system works like a virtual receptionist for your call center. It helps manage large numbers of calls by automating tasks like sending callers to the right department, collecting information, or offering self-service options such as checking account balances or scheduling appointments. 

This frees up live agents to handle more complicated issues and speeds up customer response times. IVR systems are used in many industries to improve self-service, enhance customer experience, and make call centers more efficient.

Benefits of IVR in a Call Center

The benefits of cloud IVR in a call center go beyond basic efficiency:

1. Improve First Call Resolution Time

IVR systems help route calls directly to the most qualified agent based on the customer’s needs. This reduces the need for call transfers and ensures more issues are resolved on the first contact, improving efficiency and meeting your call center’s KPIs.

2. Reduce Call Abandonment

You can pinpoint frustration points and adjust your IVR flow by identifying where callers drop off. Reducing these abandonment rates means happier customers and fewer missed opportunities.

3. Cut Costs and Maximize ROI

IVR systems help cut costs by automating call handling and reducing the need for live receptionists. Their affordability ensures a high return on investment by improving efficiency and cost-effectiveness in the long run.

4. Prioritize High-Value Customers

IVR systems can identify and prioritize important customers, allowing them to receive quicker and more personalized service. Meanwhile, self-service options for simpler issues free up agents to handle higher-priority tasks.

5. Gain Real-Time Insights 

With IVR number tracking, you can see exactly how long callers stay on hold, what options they select, and when they hang up. This allows you to make better decisions, improve your IVR menus, and offer better service.

6. Accelerate Call Routing for Faster Solutions

IVR technology reduces call abandon rates by ensuring customers are quickly routed to the right agent. This reduces wait times and makes the entire call experience smoother, leading to higher satisfaction.

7. Boost Customer Satisfaction and Loyalty

IVR systems help improve the overall customer experience by simplifying and streamlining the call process. They also offer options like customer feedback surveys (e.g., CSAT) to track satisfaction and improve retention over time.

Ideas for Using IVR in a Call Center for Your Business

To make the most of IVR, consider these specific use cases:

1. Skills-Based Routing

You can route calls to the most suitable agent based on language, time of day, or experience. If the right agent isn’t available, the call is directed to voicemail.

2. Customized Messages

IVR systems allow you to create customized recorded messages for incoming calls. According to United World Telecom, personalized greetings help customers feel more at ease, improving the overall customer experience for new and returning clients.

3. Upselling and Cross-Selling

IVR can present relevant offers or upgrades during customer calls. When customers inquire about orders or services, you can use the system to promote related products or services, boosting revenue while adding value to their experience.

4. Agent Automation

IVR systems can automate tasks that would otherwise require agent involvement, such as activating services, processing payments, troubleshooting, or answering common questions. By automating these, your agents can focus on more complex tasks, using their skills and time better.

5. Round the Clock Support

If agents are busy, IVR can offer self-service options to customers for tasks like checking account balances without agent assistance. It can also forward calls to agents in other locations if the local office is closed.

6. Handling High Call Volumes 

A cloud contact center often receives a high volume of calls daily. IVR systems can help manage these peaks by taking on part of the workload, preventing agent burnout and ensuring smoother call handling.

What is IVR Number Tracking?

It refers to using an IVR system to monitor and record important data from incoming calls. Each call that goes through the IVR system is tracked, and the system records valuable information such as:

» Caller information like phone number and location

» The outcome of the call session, e.g., whether the caller chose an option

» Call duration, volume, timing, etc.

How to Get IVR Number Tracking?

To get IVR number tracking, follow these simple steps:

⇒ Choose a service provider: Select a company that offers IVR services with built-in call-tracking capabilities. Some popular providers are Exotel, Twilio, and RingCentral

⇒ Sign up for an account: Create an account with the provider of your choice. Choose a pricing plan that includes IVR services and call tracking, depending on the provider. For example, Exotel has flexible pricing plans based on call volumes, while Twilio charges per usage.

⇒ Get an IVR number: After signing up, select a phone number. Depending on your business needs, this could be a local, toll-free, or virtual number. While Twilio offers options for both local and international numbers, Exotel, on the other hand, allows you to port your existing business number into their system. The number you choose will become your IVR line.

⇒ Set up call tracking: Once your number is active, enable call tracking in the provider’s dashboard.

⇒ Access analytics: Most IVR providers offer built-in analytics. In Exotel, you can view real-time call data, download detailed call logs (including call recordings), and generate reports. You can filter data by agent, date, time, or even the caller’s location.

Exotel lets you monitor inbound and outbound calls, providing real-time data like call duration, call status (answered, missed, or busy), and the customer’s phone number. 

How Does an IVR Number Work?

An IVR number is a phone system that helps route calls quickly and efficiently. Here’s how it works:

Step 1: Customer Calls the Number

The IVR system automatically routes the incoming calls from customers, where the system handles customer inquiries and guides them to the right service or person.

Step 2: Greeting & Navigation Menu

Once connected, the IVR system plays a recorded greeting. It might include a welcome message and basic information like business hours. The customer is then presented with a navigation menu with a number assigned to each option. For example, “Press 1 for Sales, Press 2 for Support.”

Step 3: Option Selection by Customer

The caller then selects an option by pressing a button or speaking a command, like saying “Support” or pressing ‘2’ for assistance. The flexibility of touch-tone or voice commands makes it easy for the customer to interact with the system.

Step 4: Call Routing

Once the customer selects, the IVR system efficiently routes the call to the appropriate department, agent, or service. For example, pressing ‘1’ could connect the caller to the sales team, or ‘2’ might lead them to automated support services. This eliminates the need for manual transfers, speeding up the process.

Step 5: Self-Service Features

Some IVR systems offer automated self-service features, allowing customers to handle routine tasks independently. This might include checking account balances, tracking orders, or finding answers to frequently asked questions, reducing the need for human assistance.

Step 6: Call Monitoring and Analysis

IVR systems collect valuable data, such as caller wait times, menu selections, and call volumes. By integrating conversation-quality analysis, businesses can automatically monitor calls against their SOPs and KPIs, helping to ensure high service quality and detect potential upsell opportunities. This enhances customer satisfaction and revenue generation.

Step 7: Feedback and Improvement

Many IVR systems allow customers to provide feedback after the call. This feedback can take the form of a brief survey or a link to an online form, helping businesses gather insights to continuously improve their services.

What are Some Key Features of an IVR System?

Here are the key features you should choose to make your IVR system more effective and user-friendly:

1. Multilingual Support

An IVR system should support multiple languages, allowing customers to choose their preferred language when they call.

This ensures that callers from different backgrounds can easily navigate the system. For businesses serving a multilingual audience, this feature makes it easy for everyone to access the services they need.

2. Call Back Option

Waiting on hold can be frustrating for customers, especially during busy times. IVR systems should offer a call-back option to make things easier. Instead of waiting in line, customers can choose to receive a call back when an agent becomes available.

3. Contextual Customer Data Integration

Choose an IVR system that connects with CRM software to pull up important customer information when a call comes in. This allows the system to offer personalized options based on the caller’s previous interactions, such as checking order status or updating account details. This speeds up service and shows customers that their time is valued.

For example, the IVR might greet a returning customer with, “Hello, [Customer’s Name]. Press 1 to check your recent order or 2 for billing support.” This personal touch makes it easier for customers to get quick, relevant help.

4. Speech Recognition

Speech recognition in IVR systems lets customers use voice commands to navigate the menu instead of pressing numbers. This makes the process faster and more convenient, especially for people who are on the move or can’t easily use their phone’s keypad.

For example, instead of listening to a long list of options, a customer can say “Billing” or “Support,” and the system will direct them accordingly. This feature makes the process quicker and easier, leading to a better customer experience.

Get an IVR Number for Your Contact Center

IVRs are essential for enhancing customer satisfaction across all business sizes. They offer a cost-effective solution with features, making them perfect for startups and small businesses with limited budgets.

If you’re looking for an IVR number, Exotel is your go-to partner. With our extensive experience and tailored solutions, we can provide the right IVR system that fits your budget and needs.

Start a free trial today or book your demo with our experts to learn more.

FAQs

1. What is the IVR Number in India?

An IVR number in India is a virtual phone number that uses an automated voice system to guide callers through options, like pressing 1 for sales or 2 for support.

2. How can I Get my IVR Number?

Sign up with a cloud telephony service provider to get an IVR number. They set up everything for you, including the menu options.

3. Can an IVR Number Handle Multiple Calls at Once?

Yes, IVR numbers can handle many calls at once, ensuring no caller gets a busy signal.

4. What Are the Costs Associated with an IVR Number?

The costs for an IVR number depend on your provider and plan. Common expenses include setup fees, monthly subscriptions, and per-minute charges for incoming and outgoing calls. Some providers may offer additional features like call recording or CRM integration at extra cost.

5. Can IVR Numbers Be Integrated with Existing CRM Systems?

Yes, most IVR systems can be seamlessly integrated with CRM platforms. This allows businesses to automatically log call details, update customer records, and access customer information during the call, improving efficiency and customer service.