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Multi-level IVR/ Super Receptionist

Multi-level IVR is an automated phone system that acts as the Auto Receptionist for your
business. It can act as Super Receptionist for your business, by routing callers to their
desired departments with simple self help features. When an external number calls your business,
they can select their desired extensions and get through. You might have already experienced or
used this example: press 1 for Sales, press 2 for Finance, press 3 to talk to our Customer
Service Representatives.

However, Multi-Level IVR isn’t just limited to routing, you can easily design a dynamic IVR to
handle many levels, not just routing. Like simple “yes/ no” questions, listen to promotional
messages, information about a project on a single dial, schedule a call back, and more. IVR
Banking that includes balance inquiry, report lost/ stolen cards, block cards, send immediate
fraud notifications, and more is also an application of Multi-level IVR.

Features of Multi-level IVR

  • Routing :

    With a human resource requirement, you can easily route calls to required departments in
    your office. Be it a small startup or a big company, having an IVR that routes calls to
    callers’ desired department helps improve the brand image of the business. And saves
    valuable time of your resources as well as the callers’.

  • Automate tasks :

    If you have simple and recurring “yes/ no” questions that your staff must deal with on a
    daily basis, it can be automated using the IVR. Checking balance for a bank, knowing your
    membership fees for business like ISPs, providing hotel or room fees information, etc can be
    done with IVR, that can help your staff to focus on other important tasks.

  • Schedule call backs :

    Instead of having customers wait on hold to talk to your representatives, you can avail
    options where customers can schedule for a call back or wait on hold. As soon as your staff
    are free, they can call the customers back who are waiting for a call back from the database
    information.

  • Available 24/7 :

    Some services are of utmost importance for callers, like blocking an atm if it gets stolen.
    So, availing these simple services via IVR can work wonders for the customers and for the
    company as well. Making these simple services available is very resourceful with the help of
    Multi-level IVR.

BENEFITS

Promote your new product updates, special offers and deals when the customers are on hold. This waiting time can be fruitful for acquiring new leads for your new service/product. Or inform the customers of any new changes in the company that might be important for the callers to know about.

When the customers can route themselves to their desired departments. Your Customer Service representatives will no longer have to field the calls and transfer them making the call process much quicker and easier.

With more self-service features and direct routing, the calls tend to be quicker, issues are resolved faster. And by making the self-service feature available to the customer beyond business hours, the customer gets a quick and effective response, improving the customer satisfaction and experience with your company.

When your agent or Customer Service Representatives (CSR) are free from repetitive tasks, call routing and transferring. They are free to handle complex and meaningful tasks requiring human response. Automation with Multi-level IVR helps during peak time with high call volumes, empowering them and directing employee engagements in impactful works.

Multi-level IVR is very complex and advanced technology. The world has seen its application is advanced IVR Banking, Developmental activities with Toll-free phone numbers for awareness purpose and more. It has capability to adapt to your business communication needs whichever industry you are in. Give us a call to know more or write to us about your queries.

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