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Interactive Voice Response
(IVR) Software
"Interactive Voice Response" is a
telephony technology option that provides
Call Center connectivity between your
phone lines and computer databases. IVR
software provides customers with the
ability to directly access information
without the help of a Call Center agent.
IVR software lets customers use a touch
tone telephone to interact directly with a
database. This gives customers the ability
to acquire information from, or enter
data, directly into your database.
Interactive Voice Response does not
require human interaction over the
telephone. You control the customer's
interaction with the database based on
predetermined settings that instruct the
IVR system on which data users will have
access to. For example, banks and credit
card companies use IVR systems so that
their customers can receive up-to-date
account information instantly and easily
without having to speak directly to a
person. Interactive Voice Response is also
used to gather information, as in the case
of telephone surveys, in which the user is
prompted to answer questions by pushing
the numbers on a touch tone phone.
Increase the capacity of your Call Center
without increasing staff. The more time
agents spend looking up information, the
more money you lose. If an agent takes 15
seconds to pull up a record and takes 42
calls per hour this station is wasting
10.5 minutes per hour. In a 12 hour day
this station loses over 2 hours of
productivity. Multiple this scenario for
24 agents and you've lost over 48 hours of
valuable time that could have been spent
on the phone with customers.
IVR call flow scripting eliminates
routine, repetitive agent tasks. Wasted
time spent calling up customer records is
eliminated when the IVR system pops caller
records onto agent screens as they answer
each call. For each incoming call a
customer can be prompted to enter data
such as their account #, PIN #, SSN, or
even use voice commands to enter this
information. Once these steps are
completed the database is queried to find
their record. Then both the data record
and the customer call are transferred to
the appropriate agent.
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