IVRs: Pros and cons

Written by : Eisla Sebastian

Interactive voice response (IVR) systems take the burden of customer service calls off of your staff by letting callers navigate through menus of information using voice responses or by pressing buttons on their phone. IVR systems can be designed either for inbound or outbound calls – but the goal is always to make your call center more efficient. While IVR systems do offer quicker response times, they are not always viewed by customers as a positive thing. Companies therefore need to weigh the pros and cons of IVR systems before they buy them, and then select one that will work efficiently for their customers.

Pros and cons of IVR for inbound calls

The pros and cons of inbound IVR systems relate to how quickly a customer gets to the information that they need. First, one of the pros of an inbound IVR system is that it answers a customer's call instead of sending them to voice mail or keeping them on hold interminably. Correctly implemented, they help customers get the information they're looking for quickly, leading to a better customer experience.

Be aware that the setup of the IVR menu plays a key role in making a customer's experience with the system positive or negative. One of the biggest complaints about IVR inbound systems is that the menus either take customers in circles or they take the customer through too many steps before getting them to the information that they need. Review the usage of your system regularly to see what choices callers are making, and make the most popular choice more apparent early in the call.

Pros and cons of IVR for outbound calls

The pros and cons of IVR for outbound calls center have a lot to do with the setup of the system and the type of call being made. Unsolicited marketing calls are never welcome – and automated calls are even more frustrating to many consumers. On the other hand, calls to existing customers – to notify them of changes in their orders, or of billing issues – are much better candidates for outbound IVR. The main pro is that you can keep customers informed without overtaxing your call center staffers.

With outbound calls, you'll need to make sure that it's extremely easy for the customers you call to transfer out of the IVR system and to reach a live operator. As opposed to customers who call you, those who you've called may be under more pressure or not willing to navigate a phone tree when you reach them.

Knowing the pros and cons of IVR systems can help you decide if they're a worthwhile investment for your business. Find qualified dealers through BuyerZone's free request for IVR system price quotes. Just answer a few basic questions and we'll match you to reputable businesses in your area that can help you get up and running with IVR.