IVRS as a CLM Channel

Is using IVRS as a CRM channel the right approach?

IVRS, as a CRM/CLM campaign, gets a high receive rate and higher conversion rate.

When used during the offer ending date, it drives good conversion

But it is an ultra short-term strategy for any brand.

It gives the worst customer experience.

However, in 2018, TRAI announced new regulations that mandated the registration of businesses/telemarketers for making such calls and required subscribers' consent to receive them.

While it was a good start, it was enforced gradually.

Due to this, the complaints from the registered vendors decreased from 349k in Apr 2020 to 140k in Dec 2023.

However, it opened up another Pandora's box.

Companies started asking telecallers to buy their own SIMs for Telecalling purposes.

I have experienced it multiple times. You might have experienced it as well.

Most of the spam calls today come from regular numbers.

Two interesting data points on this. 

1. There are 14 Lakhs SIMs in India making 50-1000 calls per day today 

2. Number of complaints from the unregistered telemarketers went up from 300k in Apr 2020 to 12.2 Lakh in Dec 2023.

Luckily, TRAI has taken note of it.

Soon, we might have to pay extra if we make more than 10 or 20 calls daily from our SIM. It might not be about the duration of the call but just about the number of distance calls.

Good days ahead for people who hate spam calls.