July 02, 2012
How to Achieve Excellent IVR Service
Hosted IVR (Interactive Voice Response) services have become crucial developments for virtual communication companies. The industry has taken off with a very unique history and evolution, essentially going from a luxury to a company-necessity world-wide. As this technology allows companies to communicate with customers and clients – sometimes even without human interaction – you can see all the ways in which companies benefit from its unique offerings. When it comes down to it, IVR allows companies to maximize services and provide a higher-level of quality to customers everywhere. A Dialing Innovations blog details this further.
IVR Systems have the ability to manage calls and assist callers so that they receive the help they need in the quickest and simplest way. Sometimes, however, setting up a system so simple isn’t simple in itself. While IVR systems follow a pre-recorded audio file as its basis for communicating with customers, sometimes these situations inevitably get a little sticky.
The system of using or offering menus to customers can also become extremely time-consuming and frustrating if not implemented correctly. While these are intended to guide customers to get the information they desire from the company and to efficiently work their problems out, sometimes customers instead find themselves pulling their hair out.
How can you ensure that you achieve excellent IVR service, then? Well, be sure to take a clue from these two mistakes which can frequently happen in your system and negatively impact your service. Also, remember that while IVR systems are “just a robot,” and don’t need to rest, this doesn’t mean the system should be abused or improperly handled/managed. While IVR systems work to monitor and oversee data so that you can assess your agents’ performance and guarantee quality service, so too you must monitor and take care of your IVR system.
So note to self, keep this information in mind – whether you currently utilize an IVR system or are in the process of acquiring one. If you’re looking for a reliable IVR solution for your business, do yourself a favor and check out a long-standing, dependable provider here.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Amanda Ciccatelli