Why the Call Center Business Needs an IVR Solution
February 26, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
A call center business is put in place to do so much more than handle the average customer call. To truly succeed in today’s market the call center must be able to provide world-class customer service that exceeds that delivered by the competitor. This means the integration of cutting edge technology that allows the contact center to proactively address customer demands, while also controlling costs.
The balance of these two elements can sound like window-dressing for the latest call center application. Every provider promises to improve the call center business with the application of technology solutions that leverage the cloud, streamline processes, control costs and improve the customer experience. To truly achieve any of these benefits, however, the call center must be able to cut through the hype to identify the solutions that truly revolutionize the way they do business.
A recent Business2Community article
explored the potential of the integrated virtual call center and what it truly means to the organizations seeking to improve customer interactions and the bottom line. This particular article took a deeper look at the latest white paper by Ifbyphone (News
) and the power of voice-based marketing automation technology. The virtual call center now based in the cloud can leverage integrated solutions such as CRM, help desk and interactive voice response (IVR) technologies without the costs and complexities associated with the on-premises center.
The IVR is not a new technology for the call center business; much like the help desk and CRM have long been important tools for building out the right approach to delivering optimal customer support. Customers know how to use the IVR and companies understand the cost and efficiency benefits the technology delivers.
But today’s IVR is very different on the backend and can do so much more when interacting with the customer. Callers can receive information and services that were once only available by way of the live agent, such as order status updates, payment collections, order renewals, account and billing information and even changes to the contact information. The IVR can also be used to conduct satisfaction surveys after the call, capturing valuable information.
Voicent is one provider aiming to supply the call center business with the IVR tools necessary to meet the demand for quality customer interactions. The Voicent IVR
provides the call center with the capabilities necessary to build phone system options and menus that are fast, logical and allow for optimal navigation – all elements that contribute to a pleasant interaction for the customer.
With the implementation of a powerful IVR interface, callers can find the answers they need, without accessing the costly live agent. If live interaction is necessary, the appropriate information is captured from the caller to ensure they are matched with the agent best suited to provide satisfaction in a short amount of time. Plus, outbound calls can be automated when the center needs to generate leads or simply provide information the customer wants to hear.
To truly deliver the optimal customer experience and meet heightened expectations for that competitive advantage, the call center business will do well to invest in solutions that focus on truly optimizing the customer interaction while saving money. If this balance is proven, the application is worth exploring.
Edited by Jamie Epstein