Eliminate Excessive Workload of your Call Center with IVR Services
by John Martine AuthorAs the
number of call center users increase every day, the pressure on these
departments is immense. They have to handle large volume of calls without any
respite, which can take a heavy toll on even the most experienced of employees.
Considering the fact that most calls are repetitive in nature, there is an easy
way to reduce this burden. The solution is provided by a cutting-edge interactive
voice response system, which is built from the ground up to meet the
requirements of an organization.
What is
an IVR?
Interactive
Voice Response (IVR) lets you play recorded voices as a response to customers’
keypad input or voice. In the past, mostly keypad inputs were supported, but
nowadays IVR comes with reliable voice recognition technology that can
understand human voices and respond accordingly in its own unique voice.
Although IVR voices are computer generated, quality IVR
outsourcing services can make them in such a way that they respond
logically and simulate humans.
IVR can
be of two types:
·
Simple IVR i.e. Single-Level IVR: This
IVR can be utilized for a single department and simple business use case where
only a single user input can do the task. For example, a customer can press 1
for connecting with customer care or 2 for connecting with technical support.
·
Multi-Level IVR: These
IVR solutions have multiple layers depending on the kind of call center
process. Customers access the first layer, and then the second and so on. Depending on the user input, the response
from the IVR can be an automated message or transfer to an agent.
The
Real Value of IVR Services
Different
companies require different types of IVR services. Depending on their workflows
and organizational hierarchy, they need unique IVR solutions. But before using IVR
outsourcing services, you should understand the real value of IVR
services. Only if the outsourcing vendor can help you achieve its real
value for your business, you should think about using its services:
Call
personalization for building instant rapport
Customers
love to be recognized. If you can show them that you know them, you instantly
build a rapport with them. First time callers can be greeted by a general
message, but the repeat callers can be called by their real names.
High-quality
voice recognition for taking information securely
High-end
IVR services can provide you top-class voice recognition capabilities. This
functionality can be used for gathering information securely and reliably from
the customers. For example, PIN numbers and credit card numbers can be taken by
transferring the call to a unique ‘IVR information gathering’ number. Such an interactive
voice response system can help you stay on the safe side of the DPA and
other security-related regulatory compliances.
Improved
call routing
Many
customers leave your services because the IVR process is not up to the mark.
Wrong call routing can prolong the agony of callers after their wait in the
long queue. But a recognized IVR
outsourcing services provider can help you stay
foolproof in call routing and minimize customers’ wait times.
Round-the-clock
availability with IVR
Customers
of today want support round-the-clock. But such call center services can cost
you heavily as you have to employ full-time agents who also work during night
shifts. But with the right IVR
services, you can handle many customers without any need for a call
transfer to a live agent. As the call flow is light during the night hours, you
can easily run after hour support with IVR and a few agents. Hence, your
overall budget is not stressed heavily even when you move to a 24x7 operation.
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Created on Jun 26th 2020 08:04. Viewed 298 times.