Outbound IVR: what it is, how it works and when to use it

What outbound IVR is

IVR stands for Interactive Voice Response. The best known is the inbound IVR: you call a company and hear “press 1 for billing, 2 for support”. With outbound IVR, it works the other way around: the company's system calls the contact, plays a recorded message and offers a menu of options.

The person answers, listens to the message and chooses what to do, for example talk to an agent, schedule a callback or ask not to be called again. All without an agent having to dial.

Outbound IVR and voice broadcasting: what is the difference?

Both place automated calls with recorded audio. What changes is the interaction:

• Voice broadcasting: a recorded message sent to the whole list, without a menu. Used for mass notices, reminders and announcements.
• Outbound IVR: the message comes with a menu. The contact replies and the call follows the chosen path.

A simple way to decide: if it is enough for the person to listen, use voice broadcasting. If you need an answer or want to offer the option of talking to someone, use outbound IVR.

How an outbound IVR campaign works

1. Record the audio. The main message and, if any, the messages for each option.
2. Build the flow. Define what happens for each key or word: transfer, schedule, block, play another message.
3. Import the list and set the pace. How many calls go out at the same time and at what hours.
4. Track the results. See how many calls were answered and transferred, and what each person replied.

When to use automated voice messages

• Notices and announcements: changes in opening hours, scheduled maintenance, important information.
• Reminders: due dates, appointments and deadlines.
• Collections: notices about pending payments with the option to talk to an agent, always following consumer communication rules.
• Simple confirmations: “press 1 to confirm, 2 to cancel”.
• Screening: filter out who is interested before passing them to the team.

Tips for a message that works

• Say who is calling in the first few seconds. People decide quickly whether to keep listening.
• Be brief. A short message with one main piece of information works better than a long text.
• Few options. Even if you can use many, three clear options are usually enough.
• Always offer a way out. An option to stop receiving calls respects the contact and protects your company.
• Test first. Call your own team's numbers and listen to the whole flow before launching the campaign.

Outbound IVR, auto dialer or WhatsApp?

Outbound IVR works over phone calls and reaches people who do not use messaging apps. When the conversation needs a salesperson or negotiator, the best choice is an auto dialer, which hands the answered call to an agent. And when the audience prefers written messages, official WhatsApp campaigns are the way to go.