Can IVR replace people?
"Press 1 for sales, press 2 for accounts..." whether you love it or hate it, routing calls with IVR is on the increase for 2 reasons:
1. People receive calls that are relevant to them
2. Why pay someone to route calls when IVR does it for you
The cost comparisons speak for themselves:
Based on 2000 calls per month routing calls to 10 different extensions with each call lasting 5 minutes, this is how the costs compare:
Receptionist costs £1250.00 per month (based on £15k pa without overheads)
IVR routing costs £225.00 per month
It's simple, effective and in this example has just saved you £12,300 per year
IVR works 24 hours a day, never takes a holiday and is never sick. So, in this way IVR is already replacing people. However, IVR makes people more effective because they receive the calls that are relevant to them.
Want to design your own IVR routing?
Ideas on scripts for routing calls
Call Leadline to discuss further.
