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IVR is an acronym used for Interactive Voice Response. It is a telephony system with an automated feature. An IVR operates by interacting with the callers and providing them a menu with options.
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You may have come across an IVR when you called a customer service department. A recorded voice must have given you a list of options and asked you to select one from them.
It can assist the caller by giving the caller their required information. Or, the IVR may route the caller to a skilled live agent, if the issue is more complex.
There are several tasks that an IVR can perform to lighten the workload of the agents in a call center. These services are:
Call Centers using IVR must ensure that it is programmed with short menus and not long lists of confusing options. Moreover, if the IVR cannot connect the call to the right agent, it should provide the option of call back and schedule to the customer.
An IVR should therefore be used to provide customer service and assist them and not to stop them from interacting with the agents.
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