How Can You Assess the Agent’s Performance Using the IVR system?

Interactive Voice Response or IVR can be understood as a telephone menu system that enables users to dial different numbers on the dial pad to identify, segment, and route the callers towards the most appropriate agents of your customer service team. The IVR system is simple to use, yet it is highly efficient and reduces the overall overhead costs. Organizations using the IVR system tend to have their IVR number, which provides them with telephony features for attending and routing their customers automatically rather than requiring manual intervention. It is to be noted that incoming and outgoing calls can be managed using the IVR number without any hassle. In this regard, you can take support from Knowlarity, which is a Business Communication and Cloud Communication Company providing the best IVR solutions to businesses. Following are the few features of the IVR solution provided by Knowlarity that would help your organization improve the quality of customer service delivery and assess the performance of customer Service agents in alignment with the said improvements.

Call recording: It is one of the most beneficial features of the IVR system as it allows the managerial personnel of your organization to listen to customer calls for ensuring the maintenance of quality standards and suggesting necessary adjustments in call-taking patterns of the customer service agents. This feature serves as one of the best tools for assessing the agents’ performance. Recording the calls in real-time can evaluate how the agents respond to the queries raised by the customers and provide a relevant solution for resolving the query. In addition to this, the IVR system helps the organizations in evaluating how customer service agents personalize and empathize on a call with the customer as the calls are recorded in real-time.

Guiding Customers to the right agents: As stated above, the IVR system guides customers to the right agent buy dining table online. This task is conducted by providing the clients with multi-level and multi-category menus that assist in resolving the customer queries in a faster way. This feature ensures that the customers are guided towards the agents that can best assist the customers. In this regard, the agent’s performance can be evaluated as they are supposed to provide the best possible solution to the customers. If they fail to do so, they must require training and guidance to perform their job duties better. In addition to this, the features ensure that different teams resolve different issues; thus, it also becomes easier to evaluate the performance of specific teams and agents through the IVR system.

Generating more leads: The IVR system helps the organizations in keeping up with the customers’ requirements as it generates more leads and lays the foundation for qualitative customer loyalty with the help of a quick iteration process. Concerning this context, customer service agents’ performance can be evaluated by the toll free number of leads they generate for the organization.

Managing heavy call flow and large call volume: IVR helps handle large call volume and manage heavy call flow by automatically connecting the agents to multiple customers at a single time through advanced multi-level connectivity. By using this feature, agents’ performance can be managed by evaluating the level of efficiency and time incurred concerning providing resolution to the customers. The agents need to provide a quick resolution to the customers while understanding their issues adequately. Providing quick resolution and understanding the customers’ issues are essential traits of customer service agents. In this regard, the IVR system can help the organization in evaluating these two traits in real-time.

Overall, the IVR system of Knowlarity can help your organization enhance the quality of your customer service delivery and support in assessing the performance of your customer service agents. The features mentioned above help the organizations improve their overall performance and find the lacking areas and inefficient performance in real-time so that changes can be made and guidance can be provided wherever necessary.