Improve Call Center Operation Quickly with IVR Outsourcing Servicesby John Martine Author
center administrators understand the value of an Interactive
Voice Response system (IVR). It reduces the complexity by automating
call flow between different departments and allows customers to connect with
agents easily. Traditionally, IVR services were considered useful for
call routing alone, but nowadays we are seeing them fulfill other important
roles as well.
Expanding Scope of IVR Outsourcing Services
outsourcing services have great potential to improve your
business. Unlike companies involved in other core processes, they have the time
and expertise to conceptualize the perfect IVR for your business, so you can
delight your customers. There are many ways new IVR functionalities can bring
in additional value:
with voice-based IVR
IVR systems allow customers to communicate via their voice alone. This
eliminates the hassle of constantly removing the phone from the ear and
pressing the button. Your customers can simply select the options through voice
command and the IVR will do the needful. For this functionality, always use the
services of a vendor who is good at what he does. You don’t want to have a
situation where customers say something and IVR understands something else,
leaving the entire process in chaos.
answers to questions and the ability to schedule callbacks
ask any call center expert, they would tell you that there are many queries
that are extremely common. So regular are these queries that you can even
devise an automatic response for them via IVR. Such a functionality reduces the
call volume and allows agents to focus on real customer issues. Also, if the
call volume has exceeded the limit, an IVR can be used for scheduling
outbound contacts and more leads
outbound IVR, you can ask questions to large number of clients. If they qualify
the first few questions and seem like a genuine lead, you can transfer the call
to your best agents. This saves a lot of time and effort, and at the same time
let you reach out to a wider subscriber base.
surveys and polls for understanding customers
services provide you a faster way to learn about your
customers, their preferences and what they want in the future. It is possible
to initiate automated polls and surveys where customers can give their
feedback. The accumulated data through such endeavors can be later used for Big
Data analytics purposes. As a result, you are able to discover valuable
insights for your business and improve the overall strategy.
plays a significant role in your customer acquisition strategy. A cutting-edge Interactive
Voice Response system has the provision of integrating custom messages. So,
you are able to brand your product and services in a better way.
in efficiency of call-handling
is the ingestion point of calls, they can be altered in a way to optimize the
overall call center process. For example, you can change the call routing rules
depending on customers’ preferred language choices and product/services they
customized IVR solution procured via IVR
outsourcing services as a one-time investment. You only have to spend
once and you are able to reduce your operational expense from there on. IVR
reduces the number of calls that arrive at agents’ workstations; hence it
allows you to operate a call center with reduced manpower, which in turn helps
you save money on salaries.
we offer cutting-edge IVR outsourcing services that fulfil specific
business requirements of our clients. Our tenure in the call center industry
allows us to understand your business better and provide you the best
Created on Jul 3rd 2020 09:04. Viewed 276 times.