Every nook and corner of the world these days needs a call center to manage centralized support through communication facilitation, for large requests to be handled by a phone system. Today, awareness of technology such as the IVR system has made life easier at call centers. Billions of individuals need support and call centers are flooded with phone calls each day.
For any call center, most of the communication is made by inbound calls that are needed for handling inquiries about products, services, technical support, as well as market research. The majority of the inbound calls and customer interactions at the call center are managed by an IVR system that recognizes and fragments calls to address incoming calls effectively. A huge volume of incoming calls can be handled by it.
Call Center Challenges
It is very difficult for agents to attend a huge number of calls daily with the same enthusiasm and zeal. A list of challenges that call centers to face in handling calls is below;
- One of the top services offered by a call center on priority is the 24by7 availability.
- A low ratio of staff to calls poses a huge hurdle for agents to deal with calls.
- High call queue waiting time results in a large number of calls going unattended.
- Absence of skilled and trained staff to handle calls efficiently.
Usage of IVR system at Call Centers
The reach of the business to over a million customers is expanded with an IVR system, covering many countries and stretching over various time durations. A few of the functionalities of call centers that are the core of communication are listed below;
- Make certain fast service and a powerful customer relationship. A customized voice message and a wide range of information are provided by an IVR system that will be quite beneficial for the customers for their query resolution. Moreover, the IVR gives a personalized touch to the caller due to customizable messages.
- IVR can be acclimated to the collection of feedback that makes certain whether or not a customer is happy with a service or product.
- The process of query resolution should be accelerated through self-help services to provide great customer service. These self-service options help customers to solve their queries quickly. Moreover, by transferring calls to the right live agents, IVR systems help decrease callers’ or customers’ waiting time and frustration.
- Notably, an interactive conversation with customers is made possible by an IVR system.
- An IVR service helps prioritization of customers’ calls via the call priority option so that the callers with queries to be resolved on priority, than a new caller, would be made so on an immediate basis.
- No call is left unanswerable with an IVR calling system and this means no loss of potential leads or customers for a business. In case an agent is unavailable, an IVR system connects the call to the next available agent easily. This gives a good impression to the callers that they are cared for and that their queries would be dealt with.
- IVR has an ACD system that routes every incoming call intelligently so that quality customer service is delivered.
Benefits of IVR for a Call Center
Agents based on domain and specialization receives calls through an IVR and in return agents can deliver efficient results. With IVR-CRM integration, there can be an easy and quick resolution of queries. Without disturbing the efficiency of a process, IVR can help reduce the number of calls attended by agents.
Well-informed tips to sort out issues, supplying standard service and swift call attendance can boost a company’s image across many gamuts of businesses.
Additionally, by decreasing the call attendee number, IVR can cut down on the costs for operations as it eliminates the need for receptionists apart from being an error-free process. Huge resources need not be hired too.
Conclusion
An IVR system can resolve the many challenges faced by call centers successfully. Of note, there is no need for a receptionist as such which would otherwise be needed in large numbers to attend to a large number of callers. In short, IVR can drastically reduce human resource need and is the best way to help a call center in terms of productivity and efficiency.
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