A Toronto, Canada-based provider of Call Center, Customer Relationship Management (CRM)  and Business Process Outsourcing Services, has launched an automated Interactive Voice Response (IVR) portal designed for DirecTV.

 

Simpro Solutions says its IVR customer service portal features automated call distribution and call answering, real-time customer order, billing and fulfillment. The automated portal is designed to improve the service quality and response time for DRTV infomercial orders by giving customers immediate and automated order taking capabilities 24 hours a day, seven days a week, the company said.

 

When agents are busy, the automated system takes over so no calls are missed, the company said. The portal gives users the ability to handle spikes in call volume. The feature will add value as call spikes are often unpredictable.

 

“This is a significant step for the company as it symbolizes our service expansion from the traditional DRTV live agent model into the fully automated service model ensuring virtually no loss in revenue (orders) to our customers," Mr. Nadra, president of Simpro Solutions (News - Alert), said in a statement.

 

Simpro Solutions provides solutions for call centers and services for back office functions to companies in its worldwide network of contact centers. Its CRM solution covers customer care, monthly billing, and back office processing, inbound sales and marketing campaigns, outbound telemarketing campaigns, technical support, Tier-3 network support, help desk, marketing support, e-mail solutions, and application and claims processing.

 

"We are confident that our IVR deployment experience will help the DRTV industry improve order taking time, customer interaction quality, overall customer satisfaction, and maximize DRTV infomercial response rate and the effectiveness of the campaigns. The IVR system we deployed has gone through stringent production and stress tests and has been operating smoothly," said Paras Dharamshi, vice president of client services, in a statement.

 

The move may help DirecTV (News - Alert) retain some of its customers. The company reported fewer subscribers than expected in the third quarter of 2008 as the economic crisis forced cash-strapped consumers to cut back on pay television services, TMC (News - Alert) reported.

 

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