IVR deflection: what is it?

IVR, or interactive voice response, is a technique frequently used in contact centers to address client inquiries.


IVR deflection is a particular strategy that aims to enhance the IVR customer experience by giving customers access to many channels.


The majority of us are accustomed to calling a customer care number and receiving automated voice prompts.


For instance, when a consumer calls customer service on the phone, IVR deflection may allow them to complete the conversation through a chatbot, text, or email or direct them back to an online form, depending on their chosen communication channels.


The majority of us have had the experience of contacting a customer support number and getting automated voice prompts.


When that happens, an IVR platform either answers the call and connects it to the right agent, or it provides automated support based on your voice responses to a sequence of prompts.


IVR deflection goes a step further by incorporating more channels. Let’s say you dial the customer service number for your internet service provider. You might be able to use the IVR to say things like add a new service” or “pay a bill.” After that, it can take you to a certain website on your computer where you can choose from a drop-down menu to finish the transaction, or it might give you the option to chat with a customer support agent instead of continuing on the phone.


Similar to this, IVR deflection may refer you to a web-based FAQ page or other online assistance resources, like an external knowledge base, if you call a customer care line in need of technical support. The customer care crew will have one less in-person call to handle in real time, and you’ll probably resolve your problem or question faster than you would have over the phone in this case.


IVR deflection advantages


IVR deflection makes it easier for customer care teams to handle heavy call volumes and gives customers quick service.


IVR deflection can occasionally give consumers the tools they need to solve their own problems, which can cut down on the need for follow-up support calls and give them more information about your business’s goods and services.


Ultimately, utilizing your content, digital assets, and other channels, helps to reduce the expenses associated with maintaining a customer support team.


Naturally, not every client requirement can be met, and not every customer feels comfortable handling their problems without the assistance of a real employee. IVR deflection is advantageous since it gives customers the freedom to choose the channels they feel most at ease with. In the end, this results in more enjoyable interactions between your staff and clients.


Automation in call centers versus IVR deflection


IVR deflection and automation resemble one another, but they are not the same thing. Both strategies aim to make sure consumers receive the appropriate degree of customer support without overworking customer service employees.


IVR deflection normally occurs over the phone, although automation can take place on multiple platforms, including the phone, PC, and SMS. IVR deflection often incorporates an automated phone system that users engage with by saying a predetermined number, or phrase, or by inputting particular numbers on their dial-pad before diverting the call. As an alternative, when a consumer contacts a contact center, automated technology may request that they speak or type normally, as they would to a human operator, before directing them to the proper tier of support.

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