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IVR: what is it

IVR – what is it? The abbreviation stands for "interactive voice menu". In simple terms, this is a system for distributing incoming calls to various departments and operators using pre-recorded voice messages. We all came across it when we called a mobile operator or a bank, and on the other end of the wire a pleasant voice listed the names of departments (or services) and the numbers of buttons that need to be pressed to switch to the desired one.

More sophisticated systems can recognize the subscriber's voice commands – in this case, you can not press the buttons, but say the words.

IVR can be built-in automatic responses to subscriber requests that do not require the participation of a live operator. For example, the system might:

• give information about the status of an order, card, account – the subscriber dials the number of the order, account or card on the phone (or speaks out loud), and the system provides him with the necessary information in voice mode;
• provide information about tariffs, services, work schedule;
• answer the most common questions of subscribers, etc.

The interactive voice menu was previously used only in the call centers of large organizations: in the banks we have already mentioned, with mobile operators, and in airlines. Not everyone could afford a system of such a cost. But with the advent of free software that can be used to organize an IVR service, the voice menu has become available to many small and medium-sized businesses. Now it can be heard by calling a taxi service, delivery service, pizza chain, Internet service provider, etc.

How the voice menu works

Everything is arranged quite simply. Voice messages are pre-recorded for various menu items and automatic standard responses (work schedule, prices for services). For those answers where the text is not known in advance (for example, the subscriber is informed by voice of the balance on the account), the arrangement of the text from separate words and phrases or speech synthesis is provided.

Further, the system configures the algorithm for launching various menu items, connecting to the database and searching for information in it, transferring calls to certain operators, and the like.

The subscriber calls the number connected to the IVR, listens to voice prompts and presses the desired key on the phone. Through the communication channel, the system receives a tone signal, which it decodes and determines which button was pressed. Further, according to the algorithm, it starts the voice prompts of the menu sub-item, reads out information or transfers the call to the operator, etc.

An important part of the functions of the IVR menu is the ability to organize an electronic queue from incoming calls distributed in the same department.The subscriber reads a message that all employees are occupied, the approximate waiting time is voiced, and as soon as the operator is free from – the system switches the caller on it (in turn). During the waiting, a music track sounds, which can alternate with advertising or informational messages.

Algorithms for the operation of the interactive voice menu, depending on the type of software, or configured using the IVR graphical interface, or are created in a special programming language.

Pros and cons of the interactive voice menu

From the point of view of the company at the IVR telephone service, much more advantages than minuses. Interactive voice menu allows you to improve many processes.

It can be saved on the content of operators (the load on them becomes less, and therefore, it is not necessary to increase the staff) and their training, create more comfortable working conditions:

• operators have to handle much less calls addressed not to them, and switch subscribers;
• If the IVR menu provides frequently requested information (for example, about work schedule or tariffs) in automatic mode, then many calls are processed by a robot and do not come to the operator at all (from 30 to 60%);
• Many conversation scripts will be carried out by a robot, and the operators do not need to memorize them.

It is quite possible to increase sales levels:

• IVR platform keeps the client on the line if now all operators are occupied, and therefore a possible deal or sale will not be broken;
• During the expectation of a specialist response to a subscriber, you can give a brief information about the service, promotion, new product, launch an advertising audio ring;
• The interactive voice menu creates the impression of organizationalness, the company's solidity, speaks of its care for clients, increases confidence. This contributes to sales growth.

Client service level increases:

• The voice menu saves the subscriber's time: yes, he has to listen to voice prompts for some time and press the buttons, but it immediately falls on the right specialist;
• The smart system reduces the number of irritated customers awaiting a response to the line – they immediately voiced information about the approximate waiting time, and in well-organized IVR – also actualize it several times during the call;
• When the IVR platform is connected to the enterprise bases, it is possible to make the robot to welcome the client by name and / or immediately reported the necessary personal information. For example, when a call to a line of some Internet providers, you can immediately hear a message at your address that repair work is underway at your address, and an approximate period of resumption of communication is such;
• You can organize automatic customer call with information about changing the schedule of work, the location of the office, about the new service or action, you can even congratulate registered users on your birthday;
• IVR phone service operates around the clock, seven days a week and is able to provide the necessary information to your customers on many issues, even after hours.

From the point of view of the company, the disadvantages of the IVR service include:

• The cost of installing and configuring the system. Even if you are using free software, it is often necessary to pay for the labor of technical specialists, as well as to purchase suitable hardware to host the program.
• The need to keep the system's voice messages up to date is to remove obsolete information and record new information.
• Negative attitude towards the robot of some clients.

For a client calling you, an IVR service has almost the same advantages (saving time, information about waiting times, etc.) as for a company. But the disadvantages are often:

• inconvenient, too cluttered with menu items;
• annoying music (installed by default in many call centers);
• different voice volume in menu items;
• the difficulty of reaching an employee – some companies "hide" the choice of this opportunity so far that customers hang up;
• you cannot immediately go to the next menu item, you have to listen to the entire message of the robot, and if it is long, it is tiring.

However, customer dissatisfaction can be significantly reduced by properly organizing the IVR menu.

How to make the voice menu convenient and understandable for the client?

• Leave an easy way to connect with a real, live employee. Many do not like communication with the robot. Switch to the operator in the first level menu and assign him the standard "0" button for most systems.
• Don't give too much information in one menu thread. A unit of information for the client is not only a button selection item, but also a welcome phrase, an advertisement for a new service, and company news. Remember that a person remembers no more than 7 such units (+/- 2).
• Shorten the text of voice messages, make them capacious, understandable and concise – customers will thank you for the time saved.
• Do not make the menu multi-level, it is best if there are no more than two levels. Otherwise, the subscriber will quickly get lost in them and hang up.
• Assign a key to return to the previous menu – your IVR should not have dead ends.
• Provide an opportunity to listen to the voice menu again – not everyone can immediately decide which item suits them best. And many people in general do not perceive information very well by ear.
• And finally, if all operators are busy, provide the opportunity to call back. Most likely, it will be much more convenient for the subscriber to have you call him back later than to wait on the line.

How to record voice messages for IVR

Sound files for the interactive menu can be recorded in different formats and with different parameters. Find out what requirements your PBX has for voice files and take them into account.

There are several ways to receive voice phrases and messages for the interactive voice menu:

• download ready-made ones for free (there is such an opportunity on ivrvoice.ru, for example);
• record in a professional studio (for a fee);
• use Google translate or speech synthesizers (free, but the quality will not be very high);
• record on the phone and then convert to the desired format (for free, the quality is quite decent).

To record text on your phone, choose a quiet room without echo and hold the phone at a distance of 5-7 centimeters from your face – so the sound quality will be higher.