What is VRU? A Guide to Voice Response Units in Call Centers

The Voice Response Unit, or VRU, is an automated telephone system that uses different pre-recorded voice messages. Often compared to an IVR system, it responds by voice to callers when they press the menu and helps them navigate their inquiries via touch response or voice recognition.
 

If you contact the call center, the call gets picked up, and the VRU greets the caller, for instance, “Welcome to our customer care.” Then, the caller is provided with many menu options using VRU voices, such as “Press 1 to check balance, Press 2 to transfer your balance, or Press 3 to talk with customer representatives.”

The term Voice Response Unit (VRU) is often used with the IVR system because it uses VRU as a voice guide to complete an action, but they are different. VRU is only a set of voice commands that is part of IVR. An Interactive Voice System (IVR) is an automated phone system that answers incoming calls, provides callers with self-service menu options, and guides them using voice commands.

In the contact center, VRU, infused with the IVR system, answers incoming calls and provides voice assistance to the customer through a series of IVR menus.
 

1. When the customer calls the call center, the VRU system answers the calls. Then, the caller is provided with a set of menu options with voices. For instance, ”Press 1 for English and press 2 for French,” and when you choose a language, “Press 1 for sales, and Press 2 for support.”
    
2. Now, the caller presses specific keys or uses voice commands. When input is through keys, automated phone responses usually use a dual-tone multi-frequency signal, and for voice commands, the system uses speech recognition.
    
3. Depending upon the user inputs, the voice response system plays the pre-recorded sound. If the caller gets information through interactive telephones, then the calling process may be complete; if not, or for more information, they can alternatively speak to the representatives.

A voice response unit (VRU) is essential in call centers because it helps improve customer service and service satisfaction, reduce human errors, and increase overall operational efficiency.

The VRU improves customer service with self-service menu options and immediately answers their inquiries. If unable to answer inquiries, the VRUs also help direct calls to available representatives by providing voice guidance for pressing some keys.

The VRU system also helps increase customer satisfaction with its fast and consistent response. These automated voice systems also help reduce long call waiting times as they can interact with customers using natural language processing.

Humans can make mistakes in call centers due to frustration during high-volume calls. VRU systems are the first to interact with customers, helping reduce human errors because of fewer human interactions. In many circumstances, an automated voice response unit only connects calls to agents when callers intend to do so.

Voice response units improve call centers' operational efficiency by providing necessary and precise query prompts. They also help reduce response time, allowing call centers to serve many customers and increasing customer retention and ROI.

1. Personalized Messages: The VRU system lets you record voice messages to give customers a more customized experience.

    

2. Reduce Operational Cost: As VRUs can provide self-service to customers, they reduce the number of calls for agents.

    

3. Effective Call Routing: These automated voice responses help route calls to the proper departments or agents, as the caller requests.

    

4. Include Live Agent Support: Menu options in VRU systems are customizable to make it short and simple, including an option to speak with a live representative.

Voice Response Units (VRUs) automate customer service, improve response times, and enhance call center efficiency. It reduces the need for constant human interaction and allows businesses to handle more customer inquiries while ensuring accurate call routing.

Calilio has a VRU-powered IVR system that ensures your customers receive the right information quickly or are directed to the appropriate agent. Sign up today and personalize your IVR menu for efficient self-service for your customers.

VRU stands for Voice Response Unit.

VRU is the automated voice that works under the IVR system.

The primary function of the voice response system is to provide an automated voice guide for various IVR menus.

VRU is an automated telephone system that uses pre-recorded messages to help customers navigate different menus.

An example of a voice response system is: “When you call the IVR number of customer care, it responds by saying, Press 1 to check your balance, press 2 for call plans, or press 3 to talk with representatives.”