Outbound IVR vs Inbound IVR: diferențe, cazuri de utilizare și beneficii

Outbound IVR systems usually work with auto dialers that place calls automatically by extracting numbers from a list. This list might be created from information stored in your CRM or a qualified leads database.

You set the parameters that define who to call, so you can curate the list however you want. For instance, you could set the system to send out reminders two days before the date of an appointment, or you could choose to contact only customers who live in a particular geographical area.

When someone picks up the call, the IVR either plays a pre recorded audio message or presents them with a menu of options. This could be about anything: A delivery notification, for example, or an invitation to purchase a specific product.

Outbound IVR technology allows administrators to build the option tree so that the person on the other end of the line moves through a specified call flow. This defines what happens next depending on how that person responds to each prompt.

During the call, the system collects the information it needs to execute its objective. In many cases, it will then present the call recipient with a number of self-service options.

Inbound IVR works in a similar way to Outbound IVR, although its principal focus is handling inbound calls.

When a customer calls, the IVR plays a greeting message and presents the caller with a list of options. This might mean prompting them to enter information such as an account number or to state a language preference. As with outbound IVR, you can design a call flow that takes the customer on a journey through the options tree.

The system essentially acts something like a triage process. It determines which customer queries are simple enough to offer self-service solutions for, and which are more complex, needing human attention.

Most IVR systems also incorporate alternative options. For example, they might ask the customer if they would prefer a callback later rather than to wait in a call queue. They could even encourage callers to switch from continuing the call to another channel altogether like SMS. 

When the IVR system establishes that a call needs to be routed to a human agent, it works in tandem with the call distribution system to route it to an available support employee who can help.

This very much depends on the nature of your business.

If you deal with a high volume of incoming calls, or call volumes vary unpredictably, inbound IVR can be a terrific choice to ease the burden on your staff and help make sure your customers are receiving the service they deserve.

Equally, if your business is more heavily focused on outbound communications like lead generation or sales prospecting, outbound IVR can save a lot of time and make your day-to-day operation vastly more efficient.

It’s important to note that this isn’t an either/or situation, of course. Large companies often use both outbound and inbound IVR systems for different purposes. Typically, that might mean investing in inbound IVR for the customer support call center and outbound IVR for use by the sales and marketing team.

They usually are, but they don’t have to be. It’s perfectly possible just to use outbound IVR systems to call customers and play audio messages that don’t need a response there and then.

Realistically, however, doing this all the time would mean you’re not taking full advantage of the IVR’s capabilities. Interactivity is built into the system, so call recipients can select from a menu of options via keypad or voice input.

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