INTERACTIVE VOICE RESPONSE (IVR) - Call Centre Solutions

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Riddhi Corporate Services Limited
INTERACTIVE VOICE RESPONSE (IVR) - Call Centre
Solutions
www.riddhicorporate.co.in
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SERVICE OVERVIEW
The RCSLs Call Centre Solutions team has
experience with a wide range of Interactive Voice
Response (IVR) systems that support our
live-operator inbound call centre services. A
variety of applications are supported, including
pre-call advertising, information delivery, menu
routing, and warm transfers. We provide
interactive voice response capabilities on-site
through multiple technology platforms as well as
live operator programs to help clients reduce
basic and/or repetitive call costs. We mainly
operate our IVR system for front-end messages or
call routing options (i.e., press 1 for customer
service, press 2 for sales, etc.).
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What is an IVR System?
An interactive voice response (IVR) system is the
voice at the beginning of a call that prompts you
to press 1 to talk with a customer service
representative. In this way, you can direct
customers to the right person based on their
needs through a customized phone experience. As a
result, your customers experience less
frustration and your customer service process
becomes more efficient.
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What is an IVR System?
An IVR service is commonly found in call centres,
doctors offices, and a variety of other business
settings to collect information and connect
customers with the right person for assistance.
Depending on the system, the voice may be
recognized using a touch-tone keypad or a
touch-tone keypad selection. There are many
features that can be added to the IVR system to
give customers a better experience.
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Benefits of an IVR System For Call Centres

• The use of an IVR system in your Contact Centre
  Solutions has many advantages for both you and
  your customers. Instead of getting passed from
  person to person and put on hold repeatedly, your
  customers will be directed to the right customer
  service representative from the start. Their
  questions can be answered quickly without having
  to wait for someone to pick up the phone. This
  will reduce their frustration and grow customer
  satisfaction and loyalty.
• In addition to reducing costs, IVR systems for
  small businesses can also increase productivity.
  you will be able to simplify your customer
  service process and maximize your productivity
  from the reduced call time.
• It will be easier to handle calls because
  representatives wont be bombarded with calls
  theyre unprepared for, and you wont have to
  hire an operator to direct them.

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Your customer service process will be more
efficient, so youll be able to resolve customer
questions and issues more quickly. In addition,
you can provide information like directions,
hours of operation, and FAQs to your customers
during off-hours even when your customer service
team isnt available.
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Some additional benefits include
Pre-Call Messages It is also known as a
pre-recorded message, this is a service that
plays a recorded message for customers. Menu
Routing Interactive voice response is commonly
used by companies to route calls and menus to
appropriate departments, allowing customers to
choose from a variety of options. Warm
Transfers During a warm transfer, customers can
speak with a member of your team before being
transferred to another department.
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Riddhi Corporate Services Limited
Thank You
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