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Simple to set up. Easy to use. Powerful integrations.
Get free accessThe quality of your customer service can make or break your business. And whether you’re handling sales inquiries, support requests, or general questions, how you manage calls directly impacts your customer satisfaction levels.
One way to streamline call management is by using an IVR (interactive voice response) system, which automates call routing based on the caller’s input. Alternatively, you can use live agents to offer a human touch.
But which is better for your business? With the right communication software, combining both can significantly improve the efficiency of your contact center. Keep reading to explore the pros and cons of IVR vs. live agents for your customer service calls.
Discover a dynamic call system that pairs the personalized care of live agents with the efficiency of IVR. Try Aircall today.
Understanding IVR
IVR systems are ideal for managing repetitive tasks and optimizing workflows in a contact center. The software presents menu options to guide customers through quick self-service options, helping boost call center efficiency.
They work best as an answering service, handling tasks like answering FAQs, processing payments, and providing automated updates like order status. IVR can also assist with appointment scheduling and routine inquiries, reducing the need for human intervention.
Additionally, IVR is highly effective at call routing, ensuring customers are directed to the right expert for their needs. When integrated with an AI-powered customer journey, modern IVR systems can further enhance customer interactions and improve response times.
“IVR is ideal for managing repetitive, high-frequency queries such as account balances, store hours, or appointment confirmations, which don’t require live agent intervention. This approach allows businesses to maintain high call efficiency and reduce wait times, freeing up agents to handle complex issues.”
—Maxime Bouillon, Co-Founder and CEO at Archie
Pros vs Cons of IVR: An Overview
| Pros | Cons |
|---|---|
Allows for self-service
Helps you save money
Improves efficiency
More scalable
Available 24/7
Reduces your dependency on human resources | Lacks human interaction
Can result in customer frustration
Can be inflexible |
Pros of IVR
Here are the pros of using an IVR system:
Personalized self-service: IVR allows callers to resolve common inquiries independently, offering a tailored customer experience without the need to wait for an agent.
Cost savings: By automating routine tasks, IVR reduces the need for a large support team, cutting operational costs. According to McKinsey, improving IVR-containment rates by 5 to 20% and authentication rates by 15 to 25% can reduce total call-center costs by 10 to 30% in just three to six months.
Efficient call routing: Directs calls to the right department or agent, which helps to minimize wait times and enhance customer satisfaction.
Scalability: Easily handles high call volumes without adding more staff, making it ideal for growing businesses.
24/7 availability: IVR systems operate around the clock, ensuring customers can access support anytime—which is crucial for businesses that operate globally.
Reduced human resource dependency: Automating call handling frees up agents for more complex tasks, helping you make the most of your most important resource: your employees.
Cons of IVR
A few downsides of IVR systems include:
Lack of human interaction: Customers may feel dissatisfied if they’re unable to speak directly with an agent, especially for complex issues.
Potential frustrations: Navigating multiple IVR menu options can lead to delays before reaching the right department or agent. Reducing your menu options can help quickly identify what the caller needs.
Limited flexibility: IVR systems can struggle to handle unusual requests or questions outside predefined options. However, pairing IVR with human agents helps here.
Understanding Live Agents
Live agents bring a personal touch to your call center, handling everything from queue management to complex support queries. While they excel at providing personalized customer service, relying on humans to navigate simple tasks like FAQs can be costly and inefficient for high-volume call centers.
Live agents are ideal for providing technical support, offering accurate responses to customer queries, and addressing complex issues that require human insight and problem-solving. They’re the ideal choice for situations that need personalized attention, as they enable customers to engage in real-time conversations with customer service agents and sales reps.
Pros vs Cons of Live Agents: An Overview
| Pros | Cons |
|---|---|
Able to address complex inequities and offer technical support
Help build report with customers
More flexible than IVR
Can deescalate tense situations | Costly on a large scale, as they require large teams
Not as scalable as IVR |
Pros of live agents
The pros of leveraging live agents include:
Navigating complex inquiries: Live agents excel at understanding and resolving complicated customer issues that require a personalized approach.
Technical support: For troubleshooting, customer service agents provide real-time, step-by-step guidance to help resolve technical issues.
Building rapport: Agents can connect with customers, improving trust and loyalty.
Adaptability: Unlike automated systems, agents can think on their feet and handle unexpected scenarios. This includes times when customers express frustration, as a live agent is able to deescalate the situation and reach a solution with the caller.
Cons of live agents
A few downsides of using live contact center agents include:
Costly for simple queries: Having humans answer routine inquiries like FAQs can be inefficient and expensive.
Requires large teams: Handling high call volumes often demands a significant number of employees.
Not scalable: Scaling a team to match demand is challenging and costly.
What’s the Ideal Mix of IVR and Live Agents?
Combining IVR and live agents offers the best of both worlds for delivering excellent customer service. IVR systems handle the initial call routing, guide customers through menu options, and send callers to the correct agent based on their needs. This approach ensures that when a customer speaks to a live agent, they connect with the best expert, saving time and improving satisfaction.
IVR systems can manage routine inquiries like answering FAQs or providing status updates. Meanwhile, live agents can focus on complex issues that require a human touch. Together, this setup creates a more streamlined, efficient support system, especially when integrated into an omnichannel customer support strategy.
“A balanced approach of IVR for initial filtering and live agents for more complex issues is ideal for call centers. Using IVR to handle basic, repetitive queries ensures efficiency, while reserving live agents for deeper engagement promotes higher customer satisfaction. This blend allows customers to choose their preferred support method, improving the overall service experience.”
—Maxime Bouillon, Co-Founder and CEO at Archie
Combine IVR and Live Agents to Balance Efficiency and Personalization
| How to leverage IVR | How to leverage live agents |
|---|---|
Let your IVR system route calls and handle simple queries like status updates and FAQ answers.
Ensure customers can reach a live agent in as few steps as possible. | Train your live agents to address caller queries quickly and professionally, helping to build rapport with your customers.
Use call center analytics to pinpoint where you can make your team more efficient. |
Aircall's IVR Systems Solution
Aircall’s IVR solution is designed to streamline call management—and it ensures customers are connected with the most relevant agents quickly and efficiently. With smart routing, Aircall’s IVR system directs inbound callers to the appropriate teams based on their needs, delivering first-touchpoint resolutions. Users can also take advantage of call and audio/message recording to capture key details and improve support quality.
The visual IVR designer makes setup easy and allows businesses to create multi-level IVRs that adapt to the nature of their customers’ inquiries. Teams can also customize IVR systems based on the time of day and caller behavior to optimize call flow during peak hours.
Additionally, Aircall’s visual editor lets you configure waiting music and custom audio messages to improve the customer experience. Paired with features like business hours scheduling, call routing, and ring groups, Aircall’s IVR system directs customer calls to the right teammates at the right time.
Speed through routine customer questions and resolve issues quicker with IVR. Start your free Aircall trial.
FAQs
What is an IVR function?
An IVR (interactive voice response) function automates call management by providing menu options, routing calls to the appropriate department or live agent, and handling routing inquiries without human intervention.
What is an IVR workflow?
An IVR workflow is a predefined sequence that guides how incoming customer calls are handled within an IVR system. It typically starts with a welcome message, presents menu self-service options (e.g., “Press one for sales”), and routes the caller based on their selection. The workflow ensures efficient call routing and streamlined customer interactions.
Published on November 22, 2024.
