What is Outbound IVR?
Outbound IVR is a self-service menu that offers a customer several options. Callers select options by pressing numbered buttons on the phone or saying the number aloud. There are times when a caller can bypass the menu and speak directly with an agent. Bypassing the menu involves calling a business’s main number before giving the caller the first three options.
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What is Outbound IVR: Inbound IVR
Outbound IVR is a self-serve menu that helps agents answer common questions from customers. Having the correct selection can make a significant difference in the customer experience. IVR menus should contain three or four choices, with more than four leaving callers confused. Depending on the business’s needs, you can even include an option for an agent to speak with a representative. In addition, an IVR should have options for simple inquiries, such as answering basic questions.
- A self-service menu can be beneficial for collection practices.
- It can alert customers to payment options and remind them of due dates.
- A customer can then follow up with automated response or request a payment specialist. Multichannel options are available, too.
- For example, an outbound IVR can send quick SMS texts with payment options and links.
- A specialist can then take the customer through the options presented.
- Ultimately, the goal is to increase customer satisfaction, retention, and bottom line.
Inbound IVR is similar to outbound IVR in that it anticipates the caller’s needs and provides options based on those needs. Most people call a business and will encounter an inbound IVR. With outbound IVR, callers can quickly connect to different departments or functions within a company. Typically, this type of IVR is used for customer support, answering FAQs, and inbound sales.
Outbound IVR can help businesses engage customers with personalised content by automating customer communication through multiple channels. When the customer calls a call centre, the agent will usually present a pre-recorded voice menu. The customer will then navigate the menu and be connected to a live agent. This reduces the workload on call centre agents, ensuring they focus on solving the customer’s problem instead of completing menial tasks such as call routing.
A customer service specialist will be more efficient when there are fewer calls and more productive. Another benefit of outbound IVR is called containment. An outbound IVR will alert a customer to a promotion or a bill payment, and it will usually prevent the need for an agent. Since outbound IVR systems don’t require humans, they can handle large volumes of outbound calls. They also have higher call containment rates and will rarely require an agent to help a customer. In addition, outbound IVR can free up agents for more critical conversations.
What is Outbound IVR: It Can Remind Customers of Deadlines
Outbound IVR is valid for a variety of activities. It can remind customers of upcoming deadlines, appointments, and much more. To start using Outbound IVR, set up your system in VCC Live Supervisor. Go to Project > Channels > Voice. In the next step, choose a specific IVR campaign to create. You will want to configure the campaign to track the call’s performance. Outbound IVR is a great way to automate large amounts of outbound communication.
- The system can be used to remind customers of upcoming deadlines, remind them about upcoming subscriptions, and gather data about time-sensitive events and activities.
- In addition, it provides an interactive interface for customers to perform actions such as updating their personal information or making payments to an account.
- These automated processes are helpful for Debt collection because they can deliver the information quickly and efficiently.
- The system can be configured to dial a certain number of numbers within a period automatically.
It can be set to dial a specific number every day or month. This feature is handy if you need to remind customers of upcoming deadlines. A reminder can be sent to a customer as a gentle reminder of upcoming deadlines. It can also be set to call the customer’s phone number when a deadline is approaching. One of the most common uses of an IVR is in customer service.
It can handle simple transactions, such as updating account information and redirecting customers to specific departments. The IVR can even automatically queue calls into different departments. For example, if a customer has a question, an IVR can answer it or remind them that an agent will call them back shortly. Ultimately, this increases customer satisfaction.
What is Outbound IVR: Marketing Campaigns
You can use outbound IVR for various purposes, from automated voice calls to marketing campaigns. For example, you can use it to route calls based on product line or business unit and send a callback link to a lead if they give you a high score. Another use for IVR is voice-based brand engagement campaigns, such as seasonal greetings or customer satisfaction surveys. The most significant benefit of outbound IVR is that it is entirely automated, unlike robocalling and predictive dialling.
Additionally, the messages you play are tailored to the individual end-user. If you have a good script, you can personalise your messaging to give the customer the information they want, not just a generic message. Tailoring your messaging is a great way to create a pleasant experience with the customer.
Using IVR software can help you make better use of your time by allowing you to focus on critical tasks rather than the technicalities of IVR. For example, you can make your IVR software easier by using a drag-and-drop graphical interface and drag-and-drop functionality. Using this tool, you can create campaigns that are easy to understand and have a high level of customisation. One of the ways that outbound IVR can help your business is through mobile marketing.
Since more people use mobile devices to make calls, marketers always look for ways to enhance the online experience. People still use their phones for calling, so you want to ensure that your customers receive calls from you. When you give them the option to choose a callback time that works for them, they are more likely to interact with your brand. Another way to utilise IVR for marketing campaigns is to collect customer feedback. By setting up an IVR connected number, customers can answer questions by voice or pressing the dial keys.
What is Outbound IVR: Surveys
Ask customers if they would like to participate in your survey. You can even reward them with gift cards or discounts for participating. You’ll be surprised at the amount of customer loyalty you’ll gain by using outbound IVR to automate marketing campaigns.
What is Outbound IVR: Customer Service
An IVR can improve customer service by automating routine processes. A human operator has a higher risk of error and can make mistakes while answering the phone. When a call is not immediately answered, a caller must wait in a queue for a while, which may affect their SLA. Using an IVR, businesses can show that they value their customers and make their experience as positive as possible. It’s best to create a menu with three or four options to make the most of this technology.
Besides self-service options, an outbound IVR can improve customer service by automating various tasks. Call priority queuing, for example, ensures that the self-service option resolves the majority of problems. When self-service options are not enough, an IVR can offer a callback option for those customers who need further assistance. It strikes a balance between reducing customer service expenses and improving customer service.
- Another benefit of using an IVR is that it can be significantly cheaper than a live operator. One utility provider lowered its cost per completed survey to less than 40p.
- In addition, outbound IVR reduces the number of live agents by as much as 60 per cent.
- This frees up live agents for other essential tasks like sales.
- Another benefit of an IVR is eliminating wait times and hold queues. The caller can choose which department they want to be directed to, thus increasing the first-contact resolution rate.
- Furthermore, it can improve efficiency because agents do not have to explain the same problem to different people.
A well-designed IVR can also help increase customer satisfaction by helping companies increase first-call resolution rates. The same is true for other benefits.
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