Why Multi-Level IVR Is a Game-Changer for Hosted PBX Services?
The 1960s heralded a significant transformation the way callers got to connect with organizations! That was the decade during which Bell System, a former American telephone company, developed the basic form of Interactive Voice Response (IVR) technology.
The following decade, the technology, which was based on the dual-tone multi-frequency, could segment incoming calls and connect them to the right team or individual in an organization.
That marked the introduction of sophisticated IVR technology in a wide range of organizations of various types and sizes.
Since its advent, the evolution of IVR has been in leaps and bounds, particularly after the development of the technology using which an user listens to voice commands and enters the corresponding numbers through keypresses.
Multi-level IVR, which is widely used nowadays, was a massive step up from the traditional IVR. The term “multi-level” means the number of levels or layers in the IVR menu. Simply put, a multi-level IVR provides different layers of menus.
For instance, the first level may ask a user to press one for support or two for sales, the second level may provide options for different types of support, and the third level may provide options of additional submenu or connect with a live agent.
Multi-level IVR have proved to be a hosted game-changer for many types and sizes of businesses such as hosted Private Branch Exchange (PBX) service providers.
This blog post does a deep dive into how multi-level IVR is beneficial for hosted PBX services and its role for hosted PBX service providers.
If you are a hosted PBX service provider or a top professional in one, then this blog post is just for you. Read on and thank us later!
Challenges Hosted PBX Service Providers Face if They Don't Leverage Multi-level IVR
In today’s time, not using multi-level IVR is unthinkable. It’s so common nowadays and so easy to use, that not using it is a huge disadvantage. Those hosted PBX service providers that don’t use multi-level IVR face the following challenges:
1. Limited Customer Experience
Without multi-level IVR, customers may need to speak with a live agent for basic queries. This can cause longer wait time, frustration, and a less efficient service. A multi-level IVR can streamline the customer experience by providing self-service options.
2. Increased Call Handling Time
Without automated routing through an IVR system, agents have to manually handle basic queries. It results in higher call handling times. Moreover, it affects overall operational efficiency and increases costs.
3. Scalability Issues
As customer bases grow, providers that rely on basic or manual call routing will find it harder to manage high volumes of calls. Multi-level IVR systems enable scalability by automatically directing calls to the most appropriate department or resource without human intervention.
4. Higher Operational Costs
Without an IVR system, providers might need more staff to handle calls. Multi-level IVR can handle a significant portion of calls with almost the same amount of employees. Apart from the regular menus, it also provides a wide array of self-service options. By doing that, it reduces the need for excessive staffing.
5. Inefficiency in Call Routing
Without multi-level IVR, calls may be routed to the wrong department or agent. IVR helps direct calls more efficiently. By doing that, it ensures the right personnel handle the right inquiries.
6. Missed Opportunities for Data Collection
IVR systems can capture valuable data about customer preferences, behaviors, and needs. It can help optimize services and personalize the customer experience. Without it, providers miss out on this actionable insight.
7. Competitive Disadvantage
In the competitive PBX market, service providers who don’t use multi-level IVR might lose customers to competitors who offer better and more streamlined customer support and self-service options.
Exploring the World of IP PBX for Hosted Service Providers
Benefits of Multi-level IVR for Hosted PBX Service Providers
Multi-level IVR systems offer numerous benefits for hosted PBX service providers, enhancing the overall user experience and streamlining operations. Here are some key advantages:
1. Improved Customer Experience
Customer experience is a crucial factor in determining business success. Traditional methods of call routing can lead to long wait times or misrouted calls, which may result in poor customer experience. The multi-level IVR system provides a user-friendly interface that allows customers to quickly navigate through a series of menu options and reach the right department.
2. Cost Savings
Cost efficiency and cost savings are extremely important for contemporary businesses and professional service providers to remain competitive. Without it, they either have to price their services higher than the market rate or sacrifice on margins. Both are detrimental to long-term success. Here’s where multi-level IVR systems can help. They can enable businesses to handle calls around the clock without needing additional staff.
3. Scalability
Businesses grow. So does their call volume. When that happens, business owners and their customer service department may find it difficult to immediately hire a lot of customer service representatives. A multi-level IVR system can handle a higher volume of calls and scale accordingly, without the need for additional physical infrastructure.
4. Streamlined Workflow
By automating call routing and frequently asked questions, businesses can ensure that customer service representatives spend more time addressing complex issues, enhancing productivity and job satisfaction.
5. Minimized Human Error and Faster Call Resolution
IVR systems are less prone to mistakes compared to human agents. For example, misrouted calls or incorrect information are less likely to occur, ensuring accuracy in customer interaction. Customers can quickly navigate to the relevant department, reducing overall call handling time and improving first-call resolution rates.
6. Enhanced Reporting and Analytics
Hosted PBX systems with multi-level IVR often provide detailed analytics and reporting on call volume, user interaction, and customer preferences, helping service providers optimize their offerings and workflows.
7. Brand Consistency
Multi-level IVR enables service providers to maintain consistent messaging across various touchpoints. Whether it’s greeting messages, hold music, or department transfers, the tone and messaging can be standardized, enhancing brand identity.
8. Better Integration with Other Systems
Multi-level IVR can be integrated with CRM (Customer Relationship Management) and other business tools, allowing customer data to be retrieved in real-time to personalize interactions and improve service quality.
9. Flexibility
Hosted PBX providers can customize IVR scripts to meet different business needs, from handling order inquiries to technical support. IVR systems can adapt to specific requirements and workflows without requiring substantial changes to the infrastructure.
10. Disaster Recovery and Business Continuity
Hosted PBX with multi-level IVR ensures that, in the event of a disaster or high traffic, calls are still handled efficiently, helping businesses maintain continuity in their communications.
How to Handpick the Right Multi-level IVR for Hosted PBX Services
Choosing the right multi-level IVR system for your hosted PBX services involves considering several key factors to ensure the system meets your business needs, enhances customer experience, and integrates seamlessly with your current infrastructure. Here’s a step-by-step guide to help you make the right choice:
1. Assess Your Business Needs
Before you start looking for a multi-level IVR system, ask question such as:
“What’s the volume of incoming calls your business typically handles?”
“What role will the IVR play? Is it just for call routing or will you also need additional features?”
Asking these questions will help you analyze the complexity of the calls you receive and the type of IVR you need to choose.
2. List the Functionalities You Need in the Multi-level IVR
After assessing your business needs, list the important functionalities your multi-level IVR system must have.
Make sure the IVR allows you to create a clear and easy-to-navigate menu structure with multiple levels.
Ensure the IVR system includes advanced speech recognition for improved accuracy and ease of use.
Ensure the IVR integrates with your existing PBX, CRM, or helpdesk systems for a seamless customer service experience.
3. Set Aside a Reasonable Budget
When it comes to investing in a multi-level IVR, setting aside the right budget can prevent you from over-investing and under-investing. And that’s extremely critical.
If you under-invest, you are never going to get the quality of features, functionalities, and the level of service you need from the multi-level IVR. If you over-invest, you will unnecessarily part away from the money you would have otherwise invested in something else.
4. Look for Multi-level IVR Providers and Visit their Websites
The next step is to look for multi-level IVR solution providers on the internet by using some high-intent and descriptive search terms. Terms such as “best multi-level IVR systems in (country or location name),” “top multi-level IVR systems in (country or location name),” “cost effective multi-level IVR systems in (country or location name),” or “reliable multi-level IVR systems in (country or location name)” can be useful.
After the results are generated, visit some of the websites on the first page of the search engine result page. Look at the solutions, pricing plans, testimonials, awards and recognition, as well as contact information.
5. Contact Solutions Providers and Ask Important Questions
After collecting the contact information, reach out to the most reliable and reputable solution providers with a robust track record. Ask them questions about:
Pricing models: Inquire whether the provider provides pricing based on per-user, per-minute, or flat-rate for their IVR services.
Free Demo: Some providers offer free demos. Ask if they provide the same.
Support: Make sure the provider offers round-the-clock support in case of technical issues or questions.
Taking Everything Into Consideration,
Multi-level IVR systems have come as a boon for contemporary organizations and professional service providers. Not using the right solutions can lead to a lot of complexities and problems.
At HoduSoft, we engineer and tailor our multi-level IVR systems for various types and sizes of organizations, including hosted PBX service providers.
Our multi-level IVR is equipped with all cutting-edge functionalities to help hosted PBX service providers overcome their challenges and thrive in business.
If you are a hosted PBX service provider or a senior executive in an organization, feel free to contact us today to book a free demo.
