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Multi Level IVR for Growing Business - Cheena Shekhawat - ContactCenterWorld.com Blog

Multi Level IVR for Growing Business

 

An IVR (Interactive Voice Response) menu system offers the flexibility to automate the business process on the phone. Due to customizable menus and the variety of call routing options, customer queries can be managed effectively and easily. Customers can access various services over the IVR without speaking with the call center agents. As it helps in improving the agent’s productivity, an IVR menu system can help in improving the whole call center as well.

With multi-Level IVR system, callers are asked to choose from a series of audio prompts (e.g. “Press 1 for sales, Press 2 for support, Press 3 for HR department .....etc”) and then based on their given input, another series of audio prompts to choose from and so on. They are then routed to the most appropriate department/agent, concern person and team; call queue or voicemail based on their choice. 
 
Aria’s Multi level IVR is customizable so, you have to device how many prompts your customers/callers will hear and how many levels of IVR call they will have to go until they are routed to their desired department/agent. IVR offers menus in different language, creating an initial level where the language for each option are mentioned and then within each one, create an IVR with audios in the selected language. Thus Multi level IVR is hierarchical menu structure that expands the capability of current auto receptionist features. So whatever your business requirement, Aria’s multi level IVR will support It. 
 
Multi level IVR is helpful in saving time your agents and customers by adding basic questions/queries solution the call flow.  It gathers product and services related data for your customers by appending questionnaires into your multi level IVR. Apart from this, IVR service makes your business sound professional in front of your callers by giving welcome greetings to the callers/customers.
 
For small companies this may suffice, but bigger organisations or unique situations may require a more sophisticated IVR setup with flexible navigation and routing options. Thankfully Aria's IVR is more than capable of providing both multi-level IVR.
 
To know more about our product & services
Call/Whatsapp: +91-9818234511
Skype: ariatelecom
www.ariatelecom.net

Publish Date: February 20, 2020 2:03 AM

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