Is outbound IVR right for you?

Using an outbound interactive voice response phone system can be cost effective

Written by Steven Bryan

Although interactive voice response (IVR) can be a fairly passive telephone system, you can use the same technology to be proactive about your business. No matter if you need to reach 100,000 clients or just a select few, outbound IVR can save your business time and money.

Reaching out with interactive voice response

Most outbound IVR software packages let you set up automated phone calls from one of your desktop computers. With a database of phone numbers, the voice response system can reach out and contact customers on topics such as:

• Client satisfaction surveys.If a customer recently made a purchase, you can set up an automated call to ensure that they are completely satisfied with the product or service. Outbound IVR also is a great way to get feedback from clients who previously have called your company to speak with the customer service department.
• Account reminders.After someone has missed a payment, the IVR system can issue a gentle reminder that gives the customer the option of scheduling a payment over the phone or talking with a live agent.
• Appointment reminders. Instead of having staff members make reminder calls every day, the interactive voice response system calls patients to inform them about upcoming medical appointments. You also can call employees about company-wide events or let University students know about changes to their class schedules.
• Public service. The Garland County Sheriff's Department in Hot Springs, Arkansas , received national attention for its use of outbound IVR to check on elderly residents. Residents of Hot Spring sign up for this service, which then calls them on a regular basis to make sure that they are OK. With this outbound system, the Garland County Sheriff's Department was able to help at least two residents who needed help. IVR providers can help customize similar type applications for your business.

Things to consider with outbound IVR

This phone technology can be a tremendous asset for your business, but, if used improperly, could damage your relationship with your client base. When considering this type of interactive voice response system, keep the following things in mind:

• The Telephone Consumer Protection Act (TCPA) outlines some strict FCC guidelines about unsolicited calls, especially the hours when someone can be called (between 8 a.m. and 9 p.m.).
• If you run a doctor's office or other kind of medical service, the Health Insurance Portability and Accountability Act (HIPAA) comes into play with outbound IVR. Calls concerning private patient information can only be made to the patient themselves or to a legal guardian.

Whether you need outbound IVR or inbound IVR services, BuyerZone can help. Submit a free request for price quotes, and we’ll match you to multiple providers in your area who will help you find a solution.