Multi-level IVR

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Manage High Volume of Calls & Improve CSAT With Multi-level IVR

Improve your call management with KrispCall’s multi-level IVR system. Segment and route incoming calls efficiently, ensuring that your customer reaches the right team or information quickly. Optimize the routing of incoming calls and boost customer satisfaction with KrispCall’s user-friendly and flexible solution.

Manage High Volume of Calls & Improve CSAT With Multi-level IVR

Businesses often struggle with the challenge of managing high call volumes. And with limited phone lines, customer calls are often dropped. That’s a fact as 75% of customers believe that it takes too long for them to reach a real human agent and they often abandon the call.

However, with a multi-level IVR implemented into their phone system, businesses can efficiently navigate through call traffic. With it, they can offer self-service options, reduce misdirected calls, and streamline the call routing processes. Additionally, they can improve customer satisfaction and reduce average wait times, resulting in a smoother, more efficient call experience.

So, let’s learn what a multi-level IVR system is, how it operates, what its benefits are, and discover how it can improve the capabilities of your business phone system.

What is Multi-level Interactive Voice Response (IVR)?

A multi-level IVR is an automated call routing system that allows callers to navigate through choices in the phone menu by responding to voice or keypad inputs. There are several levels of interaction in a multi-level IVR, each offering user-specific choices or actions that may lead them to an agent, queue, information, or action as needed. It is a more advanced version of the standard IVR system that has few options. It takes the core concept of automated menus, or voice prompts to a new level by offering multi-layered options or tiers with more depth and complexity.

Being an automated answering service, multi-level IVR is used to help callers with self-service options. It helps callers reach their intended destination, which can either be a call queue leading to a human agent, knowledge bases, or an action directly.

How Does Multi-level IVR Work?

Multi-level IVR works similarly to that of a standard IVR but with more variables. Unlike a standard IVR that has limited options, a multi-level IVR system offers more customization and flexibility.

A multi-level IVR works through a series of interconnected menus and prompts, assisting customers in finding the information they are looking for. It has multiple menu options in the IVR call flow, each leading to a series of interconnected submenu listings with more specific options.

It provides callers with multiple options to self-serve themselves or just reach the exact destination they want. It offers more personalized options for customers to choose from, allows for customized greetings, and is often used to improve the caller’s journey.

Benefits of Multi-level IVR in Call Centers & Businesses

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Increases Customer Satisfaction

A multi-level IVR system can provide customers with a more personalized and accurate experience as it can route them to the appropriate agent, department, or knowledge base. This reduces call wait time and helps to answer customers’ queries faster, thus, resulting in improved customer satisfaction.
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24/7 Customer Support

With multi-level IVR, companies can provide 24/7 service to their customers without the need for additional human support. With it, customers can get any type of help regardless of business hours, leading to increased convenience.
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Cuts down Agent Workload

By taking over routine inquiries and basic tasks, a multi-level IVR can quickly free up agents' workload and help them focus on more complex issues. Through this, they can make changes in the work process to make it more efficient and personalized.
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More Accurate Call Routing

With the right prompts, menus, and setup, multi-level IVR can efficiently route calls to the most appropriate agent or department based on the customer's needs. This means customer calls are routed directly to the correct representative or the right department.
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Makes Business Stand Out

A well-designed multi-level IVR can project a professional and modern image that can help businesses enhance their brand perception and customer experience. This can help businesses attract new customers, retain existing ones, and create a loyal customer base.
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Reduces Operational Costs

By automating specific tasks and potentially reducing the need to have live agents on site, multi-level IVR can contribute to significant cost savings for businesses.

Multi-level IVR vs. Single-level IVR: What are the differences?

Multi-level IVR