An Interactive Voice Response (IVR) telephony system is one of the many efficient ways companies assist their clients. Sometimes it’s someone’s first impression of the company, so what better way to welcome callers than with a friendly and warm voice. This type of voiceover requires a clear and informative tone that can convey important information and get customers in touch with the person they need to speak with most in a timely manner. These sophisticated systems help companies save millions of dollars a year by using various technologies including touch-tone, text-to-speech and speech-to-text . They increase employee productivity, manage call traffic, provide hours of operation and, more recently, communicate Covid protocols that are in place. These systems are able to relay information in the form of various other contact methods – including email and callback services- ultimately making the circulation of information much faster. And if your callers are on hold, you have an opportunity to bring their attention to current offerings or changes the company is making, in essence supporting all your other marketing efforts through this simple platform.
Connecting with the people that matter to you.
Connecting with the people that matter to you.
Interactive voice response systems are able to be run by a company in-house by a specific software system in order to assist with office call routing, looking up selective information, call center forwarding and simple order entry transactions. A prerecorded voice will be able to dictate greetings and specific menu options. Customers could even communicate with the computer system to retrieve certain data. IVR telephony systems are in balance with a company’s image and brand. It is one of the best ways to establish a cohesive tone and style for your company.
When a caller phones into their bank with a simple question, for instance, hearing their current bank balance, they could communicate with a bright and friendly voice in order to receive that information. This allows your employees more time to help customers solve more complex problems like filling a claim on a stolen card. Customers could call into a company and utilize an IVR to complete sales order forms. Interactive Voice Response systems can be used to help consumers fill out surveys for a certain product that can be vital for marketing purposes. They are also useful in the health system because doctors can transcribe medical information for patients and office records.
The benefits of IVR telephony systems are indisputable. Companies save time and money because they do not need telephone operators to relay simply information to callers. Things like hours of operations, directions to a facility or parking instructions can be accessible to callers with a simple press of a button on a phone. Customers overall have a shorter wait time and are able to receive instant responses, which takes up less time from their daily lives. Also, IVRs can be programmed to assist clients 24/7 and not just during opening hours on Monday through Friday, making information obtainable at a moment’s notice.
Interactive Voice Response systems are only expected to improve with time. The software is changing and advancing so that the system will be more intuitive and receptive to vocal recognition. The technology is beginning to use Natural Language Processing (NLP) systems with the goal to better evaluate spoken language, as well as natural language systems, to produce more conversational responses. Callers will get a more precise, pre-recorded response to their questions. As AI technology improves so will the technologies surrounding IVR telephony systems. Proven to save time and access to information, IVR will be used more and more by callers and companies alike. And because of this, it is important to consider the type of voice your client would find most helpful to interact with.
There’s nothing more discouraging than calling into a company’s customer service center and hearing a mechanical, robotic voice on the other end. Your customers want to feel as if their needs are being taken care of by fellow human beings, which is why hiring the right voiceover talent for your IVR is an important decision. Debbie Irwin’s more than 20 years of experience as a voiceover talent means that she has the know-how to dictate important information in a clear but friendly way. A female voice talent will bring a bright and inviting tone to your IVR so that customers feel heard and cared for even when a call agent is not assisting them.
Debbie recognizes that an engaging tone, an understanding of pace and mood, can make all the difference. She can match her voice to the brand of your company whatever your desired aesthetic may be – bright and fresh, upscale and professional or corporate and industrial. Debbie knows the importance of your messaging and how to articulate it through your IVR necessities, be it with authority or conversational. IVR telephony can have a human touch to it. Debbie is the one with the skills and experience to welcome your clients and customers through an interactive voice response system.