IVR Options Offered by EliteTelecom
October 20, 2010
By David Sims, TMCnet Contributing Editor
IVR, as we all know by now, is short for Interactive Voice Response, the wonderful technology that automates a company’s phone calls. You know, the “Press 1 for Accounts...” deal. As officials of EliteTelecomsaid, “it’s therefore not surprising that there is an increasing amount of organizations turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls.”
As EliteTelecom officials said, most of us have actually used IVR, for one reason or another: “Take for example flight schedules. You call to check your flight is still flying, that’s IVR. How about bank balances? That report you get back to say your account is beyond overdraft limits and next time you touch the ATM, it’ll eat your bank card, is IVR. Or what about movie show times? Yep, you got it now, IVR.”
Interactive Voice Response “is simply there to help an enterprise run more smoothly and efficient,” EliteTelecom officials said, adding that the company “offers bespoke IVR systems that will instantly benefit your company. Rather than using an outdated auto-attendant, an IVR system will allow you to answer 100 percent of your calls – meaning that your customers are kept happy and your business remains booming.”
A word of caution: There are some inquiries which cannot, and should not, be foisted off onto the IVR system, since that could cost you a customer and everybody that customer knows; they might even go nuclear and slam you on Facebook (News - Alert). And you can’t unring that bell, friends.
Simply make sure that there’s a way out of the IVR maze for someone who has a question that you, as the vendor, need to handle personally to keep a customer satisfied.
EliteTelecom can also help you with professional voicing and scripting, bespoke menu options and all the rest of the little details.David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jaclyn Allard