Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper have an IVR?
IVR, or Interactive Voice Responder, is one of the solutions that CallShaper offers for clients running inbound call centers. Featuring easy-to-use drag and drop editing, it’s a cinch to create a variety of different routes you want calls to take when they come in in order to handle your call volume as efficiently as possible. These routes can be based on characteristics of the call itself, such as the time of day or day of the week that the call comes in or the nature of the customer’s inquiry. If the call comes in on the weekend or outside of normal business hours, it can be routed to a voicemail or to a third party that is standing by to answer calls after hours. Depending on the type of call or what the caller is looking to achieve with the call, they can be sent to an agent who specializes in that particular issue, to an agent who is more of a generalist or to a third party that may be better able to assist them with that issue.
The route the call takes can also depend on who is working that day. If you don’t have a lot of agents working, you can direct the caller to answer more questions regarding the nature of their call before they reach a live agent. If there are more agents available, you can send callers directly to them in order to work through the queue of callers faster. Or if needed, you can simply send callers to a general queue while they wait for agents to become available.
Overall, the IVR offers clients the tools to categorize and organize incoming calls in a way that will maximize efficiency as well as ensure that the majority of callers find the information they are looking for. To learn more about how IVR can help your inbound call center, contact CallShaper today.