One of the biggest challenges in giving clients the best experience is having hardworking agents in place who consistently deliver good customer service.
What is a single level IVR system?
Interactive Voice Response (IVR) handles incoming calls made by customers to the respective IVR number. It allows calls to be answered automatically with a custom recording.
Benefits of a single level IVR system
In simple terms, a single level IVR system makes routing easier for the customer. Customers make a choice through their phone’s keypad, and can reach a human being immediately if they have any concern or enquiry. It builds connections between clients and the company and gives clients more and more options.
- Better customer experience — It helps customers get answers to their questions quickly.
- Fewer connection errors — Whenever customers call the IVR, they route themselves to the right department.
- Meets customers’ needs — A single level IVR system customises the flow according to customers’ needs.
- IVR outside office hours — Customers can call at any time of the day or night, even if agents are not available. A dedicated non-office-hours flow plays during that time.
- Clear options — A single level IVR system makes the options very clear, using different extensions and the agents available to receive the customer’s call and handle it according to their needs.
How does an IVR work?
A business can save both time and money with a single level IVR system. The IVR is set up through its configuration feature, where you can assign different extensions to different departments.
Call flow design draws the connections between the welcome greeting, agents, customers and the audio played.
Route every caller
Menu, hours and transfers — no code.
- 1Sales team3 agents online
- 2SupportMon–Sat, 9–6
- 3BillingVoicemail after hours
- 0OperatorTransfer to a person
Call flow design options
- Welcome music or greeting — Whenever a customer calls the IVR number, they hear customized audio. This keeps customers informed about the company and helps pass on the business message.
- Set up the IVR menu — This is the most important part of the IVR system; it can make or break the IVR experience and its efficiency. This is the step where the customer presses keys according to their requirement and gets connected to different departments.
- Set extensions and departments — The customer is offered options in the menu, for example "Press 1 for sales, press 2 for support, press 3 for HR, press 4 for operations and renewals". The setup is completed and connected with the respective audio to be played under the IVR menu.
- Add timings — While setting up the IVR system, you can easily set the days and hours you need. For example, if office hours are 9 AM to 6 PM and working days are Monday to Saturday, you can set different flows for office hours and non-office hours, and edit the office hours at any time.
- Call design preview — After setting up the whole IVR system, a final review of the call flow ensures the right timings, the right routing points and the right audio for the overall effectiveness of the setup.
IVR service providers in India
In India, single level IVR is used by many companies and is growing day by day, as it leads to more and more connections with customers. Many single level IVR service providers offer IVR solutions, and you can see IVR in use in every field of business. An IVR service reduces waiting periods and directs customers to the department they are interested in. Cloudshope Technologies Pvt. Ltd., Exotel, MyOperator, IVR Guru, Ozonetel, CallHippo, Genesys and Knowlarity are some of the IVR service providers in India.
Conclusion
A single level IVR needs a carefully designed IVR flow, built around the needs of the customer. In this blog, we covered the broader aspects of an IVR system, its benefits, how to set it up, and different single level IVR service providers. It helps grow the business by building a good image and contributing to customer satisfaction.
If you are looking for an IVR solution for your business, Cloudshope Technologies Pvt. Ltd. is the platform with the best IVR features — and you can start with a 7-day free trial before investing in the service.
Want this running on your numbers?
Start with a free trial — no card, and every service on one account.