IVR (Interactive Voice Response)
IVR, or Interactive Voice Response, is the automated phone system that answers when you call a company. It's the system that says "Press 1 for sales, press 2 for support" and can understand both button presses and voice commands. Companies use IVR to handle large volumes of calls efficiently by directing customers to the right department or providing basic information without needing a live agent. Common examples include checking bank balances, scheduling appointments, or getting business hours. It's a key tool in modern customer service operations that helps manage call flow and reduce wait times.
Examples in Resumes
Managed and updated IVR system menus to improve customer experience and reduce call handling time by 25%
Designed new Interactive Voice Response flows that decreased customer complaints by 30%
Trained staff on IVR system management and monitored performance metrics
Typical job title: "IVR Specialists"
Also try searching for:
Where to Find IVR Specialists
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you design an IVR system to reduce customer frustration and improve call resolution rates?
Expected Answer: A strong answer should discuss analyzing call data to identify common customer needs, creating clear and concise menu options, ensuring easy access to live agents when needed, and regularly testing the system with real users for feedback.
Q: How do you measure the success of an IVR system?
Expected Answer: Look for understanding of key metrics like containment rate (calls resolved without agent), abandonment rate, customer satisfaction scores, average handle time, and transfer rates. Should mention gathering customer feedback and making data-driven improvements.
Mid Level Questions
Q: What steps would you take to update an existing IVR menu system?
Expected Answer: Should discuss reviewing current call data, gathering customer feedback, planning changes carefully, testing with a small group first, and having a rollback plan if issues arise.
Q: How do you handle peak call volumes through IVR?
Expected Answer: Should mention strategies like queue management, callback options, self-service alternatives, and emergency messaging for unusual situations.
Junior Level Questions
Q: What are the basic components of an IVR system?
Expected Answer: Should be able to explain main elements like greeting messages, menu options, routing rules, and how calls get transferred to agents.
Q: How do you monitor if an IVR system is working correctly?
Expected Answer: Should mention checking for dropped calls, listening to recordings, monitoring transfer rates, and reviewing customer feedback.
Experience Level Indicators
Junior (0-2 years)
- Basic IVR menu management
- Call flow monitoring
- Customer service basics
- Report generation
Mid (2-5 years)
- IVR system configuration
- Call flow optimization
- Performance analysis
- Team training
Senior (5+ years)
- Strategic IVR design
- System integration planning
- Customer experience optimization
- Project management
Red Flags to Watch For
- No experience with customer service metrics or reporting
- Lack of understanding about call center operations
- Poor communication skills
- No knowledge of customer experience principles
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