Businesses continually automate processes to bring about efficiency and unmatched experience to clients. Notably, office telephony systems have pushed phone automation to another level. In a like manner, the industry has designed an IP PBX system for small businesses with the capability for Interactive Voice Response System (IVR).
For this reason, the IVR system should be installed by every company; whether a small business or a big office company in Kenya. Today, it is common for a caller to be assisted by an auto-attendant extension. Callers usually get assisted even without interacting with a human customer care agent. Luckily, most of the VoIP PBX business telephone systems come with the inbuilt capability to offer IVR (Interactive Voice Response) service.
see also; call center system
The auto-attendant extension will handle all the issues categorized as customer self-service. The issues addressed under self-service are usually simple and do not require express interaction from a human call agent. This caller automation application is known as the IVR. The IVR application normally sounds something like this.
Welcome to ORACO Kenya, to learn more about our solutions press 1, for customer support press 2, for billing and invoicing press 3, to speak to our sales agent press 0…
Installing the IVR System for business
ORACO Kenya is a professional designer of the IVR system for a call center. We also design a simple IVR system for small businesses. The IVR system has enabled companies to efficiently route calls to different phone extensions. This happens without the need to use so many resources.
Small businesses and even large corporations have invested in the Interactive Voice Response System as a way to save on running costs. The Interactive Voice Response System is also known as the Auto Attendant Extension. As an important tool in the call center management system, it plays a key role in the success of a business-oriented organization.
The Interactive Voice Response system guides customers when they call a company with a sales department. For instance, when a client calls, they will hear a list of services offered by the auto-attendant extension. That is, for the latest offers press one, for billing and invoicing press two, for customer support press three. And to speak to our specialist press four, and it goes on and on…
With these kinds of innovations in communication technology, most business-oriented companies are fast switching to the IVR system. Apart from saving you money, the IVR system can handle these repetitive call management tasks. Including administration of calls from thousands of callers every day without getting fatigued.
How to benefit more from the IVR
When you call a company like Safaricom, your call will most like go through the IVR. From the IVR, you can inquire about different airtime top-up services, get Bonga points balance. Still, subscribe or unsubscribe from an SMS service among other services. The same is true with other companies especially those in the service industry. A good example would be when dealing with a five-star hotel. You can reserve a hotel room and even get the real-time status of the room as booked by you.
Bet that as it may, installing an Interactive Voice Response system can be challenging. Hence, it requires the services of a professional IP PBX installer in order to produce a professional outcome. Should you require this solution set up for your business, then look no further. We are the professional installers of office telephone systems and call center solutions in Kenya. Our area of expertise covers the installation of IP PBX systems, VoIP desktop Phones, VoIP softphones, auto-attendant extensions, IVR systems in Kenya.
How to Configure the Interactive Voice Response System
The digital receptionist or auto-attendant is usually a virtual extension configured to operate outside office hours. This solution will be most applicable to companies whose clientele require 24/7 support. Perfect examples of companies that require auto attendant setup include companies in the Telecom services industry. Also, those in Insurance Service, IT Support, etc.
Depending on the IP PBX system in place, you need to add an inbound route. At the point of adding the inbound route, you must select the lines that will be expected to play the IVR message. Have the destination as the IVR extension. When the new inbound route is configured correctly, all the incoming calls will be directed to IVR.
By and large, navigate to the management console. Then, select add Digital Receptionist. You have to give it a unique name. In the meantime, you can record the message. The prompt message should be simple language and clear to the listener. The recorded prompt will be uploaded to the Digital Receptionists’ extension.
Next, create the menu options for your callers. When the auto attendant is activated, the calls will be directed to the menu options created. Ordinarily, the calls will be routed to ring groups or the queuing system.
On most popular PBX systems, the procedure would be to navigate to settings, then call control, finally, you will see the inbound route. From there, you can add a new route. On other versions of the PBX, you will find caller control instead of the call control button.
The IVR and the Auto Attendant Extension
Be that as it may, today, every serious company you can think of has either already installed the IVR system or is about to install one. More importantly, the auto-attendant extension offers you an opportunity to measure business success using a set of different matrices. For one, the IVR provides a record of all calls received over a period of time. Those charged with ensuring the quality of service can go through all the call recordings and rate how successful it has been. And, can suggest effective ways of improving the quality of interaction with the customers.
Secondly, apart from the caller reports which can be generated periodically, there is a simplified tool for gauging effective the auto-attendant extension. That is, you will be able to pull out a report of the percentage of callers who asked to speak to the specialist versus those who did not. If the percentage is low, then IVR has succeeded. Then again, the IVR system usually very flexible. Hence, it can be tweaked further for better performance and outstanding results.
ORACO Kenya is a professional telecom solutions provider dealing with PBX telephone systems, IP Phones, Interactive Voice Response System in Kenya. We install IP PBX system Kenya, hotel intercom system, and desk phones. In addition to solutions for call centers, hotels, and telephone systems for small office businesses in Kenya. More importantly, we offer value-added solutions such as IVR, digital receptionist. And, softphone applications for smartphones and desktops. Additionally, we will do integrate the telephony system with your CRM software.
Contact us today by filling in the form below for an innovative telephony solution that meets your unique needs.