IVR use in the Telephonic Interpretation Setting
BLOG POST BY: Sarah, Interpretation Division Manager
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IVR is a technology widely used throughout the telecom industry. What does it stand for and what does it mean? How does it help or hinder? This blog article is intended to help explain how IVR technology is used in the telephonic interpretation setting, and why it has become a preferred solution for many customers.
IVR stands for Interactive Voice Response
Wikipedia Definition: Interactive Voice Response(IVR) product, interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications. IVR allows customers to access a company's database via a telephone touch tone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, IVR systems generally scale well to handle large call volumes.
You're probably already all too familiar with this technology. When you call your bank, the electric company, your credit card company, your airline carrier, the list goes on and on... you are rarely connected to a live operator without first listening to a number of phone "prompts". This can be very frustrating while you keep hitting "0" over and over again until you either finally reach a live operator, who cannot help you because you didn't select the correct prompt, or you get disconnected. Although IVR systems can be frustrating in many instances to the end user, there are applications in which it is extremely beneficial, and if used properly, can save precious time and money.
Here's how this technology is applied in the telephonic interpretation setting:
The CTS LanguageLink IVR system allows a telephonic or over-the-phone interpretation customer to automatically select the language desired for a telephone interpretation call, then is connected immediately to an interpreter without any interaction with a live attendant. So, for our customers with very high volume requests, this feature is very appealing, as it helps manage call volume in a much more efficient manner. Faster connect time to an interpreter means better service to the limited English proficient (LEP), or non-English speaking end client.
Implementation of an IVR solution reduces the amount of time required by the user or customer in two vital areas: 1. Bypassing the call center queue and avoid the wait for a live attendant has shaved on average 8 seconds per call. 2. Connect time to the interpreter is even faster, on average by 2 seconds per call.
In addition, the gathering of customized data for billing and reporting is more accurate as the IVR does not make clerical errors as the account information is entered directly in to our database.
We continue to add more customers to the IVR solution for their ongoing interpretation needs, as this has quickly become the preferred solution as it's very simple and easy to set up and utilize, and the benefits are quick to outweigh any initial doubts or hesitation that a new customer may have.
For more information about IVR use for telephonic interpretation, contact me at blog@ctslanguagelink.com
~Sarah