{"id":12857,"date":"2022-01-26T15:11:59","date_gmt":"2022-01-26T14:11:59","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/ivr-call-blasting-en-call-center-por-que-es-tan-efectivo\/"},"modified":"2022-01-27T13:55:38","modified_gmt":"2022-01-27T12:55:38","slug":"ivr-call-blasting-call-center-why-is-it-so-efective","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/ivr-call-blasting-call-center-why-is-it-so-efective\/","title":{"rendered":"IVR call blasting for call center. Why is it so effective?"},"content":{"rendered":"<p><strong>IVR call blasting for call center<\/strong>. Today we want to talk about one of the most effective solutions when it comes to <strong>managing customer service calls in a call center: IVR Call Blasting.<\/strong> Why is it so effective? How can companies integrate it into their day to day life through call center software? In this post we explain it in detail. Keep reading!<\/p>\n<h2>Contact center: what is IVR call blasting?<\/h2>\n<p>The IVR (or Interactive Voice Response) is defined as the technological system for call centers that allows<strong> automated agents to interact with customers.<\/strong> In other words: the system with which people who contact a call center can select the different options through the use of voice, touch-tone dialing, etc.<\/p>\n<p>As we mentioned in <a href=\"https:\/\/icr-evolution.com\/en\/blog\/can-ivrs-continue-to-exist-with-the-emergence-of-chatbots\/\" target=\"_blank\" rel=\"noopener\">one of our latest posts<\/a>, the IVR is used, mainly, for two reasons:<\/p>\n<ul>\n<li>Identify the reason of the call to improve, in a more agile way, the user experience with a <strong>higher quality customer service<\/strong>.<\/li>\n<li><strong>Manage automated queries<\/strong> directly with the phone keypad or through voice recognition software.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n\n\t\t<!--HubSpot Call-to-Action Code -->\n\t\t<span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5\">\n\t\t<span class=\"hs-cta-node hs-cta-a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5\" id=\"a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5\">\n\t\t<!--[if lte IE 8]>\n\t\t<div id=\"hs-cta-ie-element\"><\/div>\n\t\t<![endif]-->\n\t\t<a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20121242\/a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5\" >\n\t\t<img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/20121242\/a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5.png\"  alt=\"New call-to-action\"\/>\n\t\t<\/a>\n\t\t<\/span>\n\t\t<script charset=\"utf-8\" src=\"\/\/js.hubspot.com\/cta\/current.js\"><\/script>\n\t\t<script>\n\t\thbspt.cta.load(20121242, 'a16fc119-7e1c-43b2-ab5f-e0e7c1bc8fc5', {});\n\t\t<\/script>\n\t\t<\/span>\n\t\t<!-- end HubSpot Call-to-Action Code -->\n\t\t\n<h2>\nCall center: which are the advantages of a\u00a0 IVR call blasting system?<\/h2>\n<p>As we already mentioned, the IVR is a system that <strong>enables our keyboard or voice recognition to identify, segment and route the calls that arrive at a call center<\/strong> with one objective: to transfer them to the <strong>most suitable agent<\/strong> within the customer service team.<\/p>\n<p>In this way, voice self-service has a lot to do with something we already talked about <a href=\"https:\/\/icr-evolution.com\/en\/blog\/user-self-service-key-in-the-call-center\/\">in a recent post<\/a>: \u201cself-management\u201d empowers the user \u2014who decides when and how to contact the company\u2014. In this sense, this new situation makes the role of agents different: calls are transferred to the most suitable agent, avoiding burnout syndrome and increasing efficiency within the company.<\/p>\n<p>Some of the advantages of integrating an IVR system into your call center software are:<\/p>\n<ul>\n<li><strong>Serve a larger number of customers.<\/strong> To give you an example: our EVOLUTION call center software, thanks to its fast and accurate speech recognition, allows us to identify more than 20 languages.<\/li>\n<li>Set <strong>personalized IVR messages<\/strong> (with a noticeable improvement of the customer experience)<\/li>\n<li><strong>Multiply the efficiency of the agent<\/strong>: being more specialized in less routine tasks, the agent will be able to resolve more complex calls<\/li>\n<li><strong>Increase first contact resolution<\/strong>: when a user calls and their call is redirected to the most appropriate agent, it will be resolved more quickly.<\/li>\n<li><strong>Reduce costs<\/strong><\/li>\n<\/ul>\n<h2>Call center: improve your customers&#8217; voice experience with our call center software<\/h2>\n<p>It is clear, therefore, that good management of the <a href=\"https:\/\/icr-evolution.com\/en\/voice\/\" target=\"_blank\" rel=\"noopener\">voice channel<\/a> can be <strong>the detail that makes the difference<\/strong> when it comes to increasing sales, reducing costs and improving customer retention. Having a suitable interactive voice or IVR system represents a leap in quality in a call center, so it is necessary to take care of every detail when starting up your menu. And when we talk about caring, we are talking about:<\/p>\n<ul>\n<li>Clarity and conciseness in the message<\/li>\n<li>Avoid ambient noise<\/li>\n<li>Give the background music the importance it deserves. This means choosing one that fits the style of the company<\/li>\n<li>Measure well the number of languages that are going to be used so that clients can feel comfortable when managing their query<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Discover how our <strong>call center software EVOLUTION<\/strong> can help you increase the quality of your calls: contact distribution, design and routing flows, first contact resolution, real-time interaction and much more.<\/p>\n<p>&nbsp;<\/p>\n<p>Do you want to know more? <a href=\"https:\/\/info.icr-evolution.com\/demo\" target=\"_blank\" rel=\"noopener\"><strong>Request a demo of our omnichannel contact center software here!<\/strong><\/a><\/p>\n<p>&nbsp;<\/p>\n\n\t\t<!--HubSpot Call-to-Action Code -->\n\t\t<span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-3b573c70-6e79-442e-90a7-16ae4f034d42\">\n\t\t<span class=\"hs-cta-node hs-cta-3b573c70-6e79-442e-90a7-16ae4f034d42\" id=\"3b573c70-6e79-442e-90a7-16ae4f034d42\">\n\t\t<!--[if lte IE 8]>\n\t\t<div id=\"hs-cta-ie-element\"><\/div>\n\t\t<![endif]-->\n\t\t<a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/20121242\/3b573c70-6e79-442e-90a7-16ae4f034d42\" >\n\t\t<img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-3b573c70-6e79-442e-90a7-16ae4f034d42\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/20121242\/3b573c70-6e79-442e-90a7-16ae4f034d42.png\"  alt=\"New call-to-action\"\/>\n\t\t<\/a>\n\t\t<\/span>\n\t\t<script charset=\"utf-8\" src=\"\/\/js.hubspot.com\/cta\/current.js\"><\/script>\n\t\t<script>\n\t\thbspt.cta.load(20121242, '3b573c70-6e79-442e-90a7-16ae4f034d42', {});\n\t\t<\/script>\n\t\t<\/span>\n\t\t<!-- end HubSpot Call-to-Action Code -->\n\t\t\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>IVR call blasting for call center. Today we want to talk about one of the most effective solutions when it comes to managing customer service calls in a call center: IVR Call Blasting. Why is it so effective? How can companies integrate it into their day to day life through call center software? In this [&hellip;]<\/p>\n","protected":false},"author":100015,"featured_media":12851,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-12857","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IVR call blasting for call center. Why is it so effective? - ICR Evolution<\/title>\n<meta name=\"description\" content=\"IVR call blasting for call center. Why is it so effective? 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