Typically, customers call a company for support services such as assistance booking a flight or hotel room; or for technical support, like help getting a new laptop to connect to the internet. Customers often dial the company’s main customer service phone number and are greeted with an automated Interactive Voice Response message. This message may have the caller dial 1 for English, 2 for Spanish, and so on. IVR menus will vary based on the business and its customers’ needs.
Once the IVR system has collected enough customer information, it will route the caller to the appropriate help desk or tech support team within the contact center. At this point, the caller will likely speak with a live agent for help.
This type of inbound calling process is common and works to ensure that callers receive prompt service by routing their call directly to the agent who can help them the fastest.