Across a variety of industries, Interactive Voice Response (IVR) monitoring is making it possible for organizations to offer better service, reduce costs, and improve the productivity of employees at all levels.
The IVR systems of two decades ago, that had everyone punching at the zero for an operator have been replaced with intuitive systems that are able to recognize broad ranges of speech patterns and even predict customer needs. IVR monitoring ensures that any time a system experiences heavy volume or any kind of downtime, the customer never knows there’s been an adjustment.
From health care to retail sales and public services, IVR both gathers and distributes information, enriching the end user experience and equipping the organization’s leaders with the insight they need to further improve policies and practices:
Health Care: IVR monitoring is promoting better outcomes, as patients are able to log data into an automated system and their physicians are able to quickly identify those patients that are in need of additional care or who are not compliant with their instructions for care.
For instance, an endocrinologist monitoring the A1C results of pre-diabetic patients could provide those patients with home testing kits, and results could be logged each quarter using IVR monitoring. This would ensure the physician receives more data than simply testing once each year at an annual checkup and could identify those patients that may require further treatment.
When the information being gathered is related to sexual or mental health, physicians may experience more accurate information or better compliance when compared with patients reporting their information to a nurse. Even with perfect bedside manners, there is some information patients are reluctant to share accurately with another person.
IVR monitoring also frees up critical time for physicians, therapists, and nurses, because patients can access and provide much of their information through the automated system. While they may want to provide opportunities for patients to ask questions or get more information, there is the option to exchange information quickly through IVR monitoring.
Retail: From checking the status of an order to paying an invoice through the system, IVR monitoring streamlines the customer service experience from the perspective of both the customer and the retailer. Customers are able to access accurate, fast information and the retailer is able to free up agents to work on more complex customer service issues.
When it comes to customer satisfaction surveys, IVR monitoring provides a convenient way to gather data. It’s inexpensive and easy for the company to execute, and customers offering responses are more likely to give an honest answer when a company agent is not present on the other end of the line.
Banks and Finance: Consumers’ expectation of 24/7 service and accessibility isn’t limited only to shopping and entertainment; they expect to have access to information related to their bank accounts and finances. IVR monitoring allows bank customers to get balance information or initiate payments.
In addition, IVR monitoring ensures that when there’s any kind of threat to bank security through your communications tools, you’ll receive real-time alerts from your provider.
Government and Public Service: Your community members want to be able to access your offices with the same ease and flexibility they expect from online merchants. It’s no longer acceptable to organize your policies around an expectation that your residents will come, in person, to stand in a long line to file a paper form.
Instead, IVR monitoring allows you to engage your residents with automated surveys and requests for volunteers. You can make it easy for them to pay their taxes or parking ticket, order public transport services or pay utility bills.
General Benefits of IVR Monitoring: Across all industries, IVR monitoring enriches your understanding of the end user. You’ll have reliable data about their behaviors and preferences, with opportunities of gaining more information through surveys and polls. The automated nature of the system frees up your employees to solve more complex tasks and ensures a better employee retention rate by eliminating some of the routine calls that can make a position boring and mundane.
IVR monitoring boosts employee productivity while reducing costs associated with customer service. It also equips your company to collect payments more efficiently, because customers can call their payments in at any time and complete them in a manner of seconds. Customers can engage in a range of routine tasks, including paying invoices, scheduling appointments or prescription refills, checking an orders status, and checking a bank balance.
IVR monitoring also ensures that when your call volumes get heavy, your customer never knows the difference. Your system is able to easily accommodate bursts in call volume and offer consistent service to the public.
To learn more about the opportunities available for your enterprise with IVR monitoring, contact us at TelcoAlert. We can help you leverage the right IVR solution for your industry and for your particular business needs.