How to Use an IVR to Improve Your Call Handling?


A computer software called an IVR (Interactive Voice Response) system produces automatic responses to frequent queries. It’s widely used by telemarketers, call centers, and marketers for customer service calls. An IVR can answer a variety of questions that you would normally ask in person or via email. Like what time your order is shipped out and other basic information about your purchase.

What is IVR?

IVR is an automated answering system that enables call routing to the appropriate party or division. It’s also known as a voice response system and can be used for many different applications. Including customer support and sales. IVRs are computer-based systems that allow you to route calls directly into your system. Without having to wait on hold or call back yourself.

How Can IVR Improve Your Call Handling?

IVR can improve call handling by:

  • Lowering the number of calls that require a live agent to handle them. With IVR, you can route calls directly to the appropriate agent. Without having to wait on hold or transfer them between departments. This means fewer interruptions in conversations and fewer calls that have to be redirected. Because they weren’t answered correctly (or at all).
  • Facilitating the process of routing calls to the appropriate agent. A well-designed IVR system will allow you to quickly identify. Which department is responsible for taking care of each call and providing information about how best to handle it? Whether through voice prompts or through text messages or e-mails. So that customers get what they need with minimal effort on their part.

How to Create an Effective IVR Greeting?

Customize the greeting to your business:

  • Use a salutation that is simple to comprehend. The IVR should be able to answer any question or request. But it’s important that you don’t confuse callers with too many options. To keep things concise and simple. Choose one option for each category of questions (e.g., “What can I help you with today?”). This will help ensure that callers know exactly what they need. And how they want it done without having to scroll through multiple menus or screens in order to reach their goal.
  • Keep it short! A good rule of thumb is 10 seconds per question answered. Less than that and users might get frustrated trying out all the features on offer. Before getting through with their request. More than that and they’ll feel overwhelmed by all those options available within a single call center system (which might make them less likely even bother calling back again).

Why Do You Need a Toll-free Number or a PBX System to Make Your IVR Work Effectively?

Before you start your IVR, it’s important to understand why you need an IVR system and what it can do for you. An automated call center (IVR) is a type of software that allows companies to answer calls without having to hire receptionists or executives.
An IVR can be applied in a variety of contexts:

  • Directing calls to the right person at the right time. With an IVR system, employees can record and play back messages without having to call each other directly. This helps reduce wasted time on hold when customers are calling in with questions. Instead of being transferred straightaway into the correct department or department head. who has been briefed about their needs? It also ensures that no one receives multiple calls from one customer at once because they were directed incorrectly by staff members before getting connected. Recording quality assurance recordings. Since most people don’t want their conversations recorded over voice mail systems either because they’re too expensive or difficult for them (or both), recording quality assurance (QA) messages provides valuable information about how well everyone communicates during calls.* Recording legal purposes such as taxes owed etc.

Get a toll-free or PBX system to get the most out of your IVR.

A toll-free or PBX system is what you need to get the most out of your IVR. A PBX system is an automated phone system that allows you to route calls through one main switching station.
IVRs are used to answer calls, play pre-recorded messages, and route calls to the right agent or department.


In conclusion, using an IVR can be a great way to improve your call handling. It can help you to manage your calls more efficiently and provide a better customer experience. If you are considering using an IVR, be sure to do your research and choose a system that fits your needs.


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