The Voice Response System (IVR) is an automated voice response system that interacts with callers, collects information and routes calls to the appropriate recipient. An IVR system accepts a combination of voice telephone input and keypad and provides convenient responses by voice, fax, callback, e-mail and other forms of answering.
Thanks to the IVR system, the customer problem is first passed through a filter and transferred directly to the relevant department and the solution is found where it needs to be sought. The IVR system can mostly solve the problem interactively.
The use of IVR in call centers is the most effective way to pass the calls to the right people through the right filters and to solve the problems in the fastest way. When there are heavy calls, IVR allows the customer representative to save time, while undertaking the solution of repetitive problems, allowing other operators to concentrate more on difficult issues to resolve. During peak times, such as holidays, calls become extremely frequent and it may be impossible for all operators to receive calls. Automation is a life-saving factor in this sense. Quality transaction understanding in call centers is possible with automation. IVR is a system that will be useful to use, especially since it increases the working efficiency of customer representatives.