What does the IVR stand for?
Interactive voice response
Interactive voice response or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response.
What is IVR feedback?
The IVR customer satisfaction survey feature (CSAT) allows you to capture customer feedback via an IVR call flow. It is a tool that enables end customers to assess customer services provided on call. You can use this feature to receive customer feedback for both inbound and outbound calls.
What is Post call IVR survey?
A post call IVR survey is an audio based survey that is normally used in contact centres. The voice prompts provide the survey questions and the customer enters their response by the telephone keypad and/or by speaking their answers.
What is a call survey?
A Post Call Survey is a questionnaire presented to the caller at the end of a call, typically to collect feedback about the quality of service offered by the company. Companies use a survey to gather feedback from customers, and analyze the collected data to help improve their services.
How to take charge of your IVR surveys?
How to Take Charge of your IVR Surveys Ask questions the right way round. Ensure that the customer experience is a simple and positive one. Test, test and test again! Act on the results. Include hang-ups. Keep it simple. Involve your agents. Consider other channels. Don’t ramble at the start. Don’t give more than four options per question. Use a consistent scale.
How does the IVR system work?
IVR in simple terms is a technology that automates the telephony system. It responds to the incoming calls automatically and interacts with the callers through automated voice messages. This communication takes place with the help of numeric inputs entered by the caller.
What is an IVR call?
An IVR call (often refered to as an Outbound IVR) is a computer generated phone call that contacts individuals, playing a recorded message, and offering the individual the option to respond to the computer phone call. Once the interaction begins, the call flow in controlled by the IVR.
What is advanced IVR?
The Advanced IVR (Interactive Voice Response) is a feature that allows a computer greeting system to receive incoming calls and directs them to the appropriate department or extension. The caller simply navigates the customized menu through the use of voice and the telephone keypad.