Almost everybody at some point will have to deal with customer call centers. A lot of companies have toll free customer service centers to handle various requests. These centers are the face of the company they represent. They are often the first point of contact between a company and customer when there is a bad customer service issue.
However, to save money most call centers use automated voice systems to try and limit how many calls actually come thru to the live agents. Now these so called IVR systems can save money, because the company needs fewer employees, but it causes a lot of customer frustration. The customer must navigate a voice machine maze and correctly use the system, or they can not complete the task correctly. Also, it is very difficult for the customer to find out which number to press to get a live agent. This is done on purpose by the company, because it prevents many calls from going to the call center agent.
However, when calls go to live agents, this can create many advantages for the company, such as creating opportunities to build a stronger customer relationship or sell customers other products. Another important aspect is that the company will be able to collect more data on customers through the live interactions, which will help refine the service or product to better meet customer needs. Also, the customer will appreciate not having to fight through the IVR maze.
A call center can design a IVR voice system so that it can not only help with self service for a customer, but also offer a very clear option for the customer to press so they can get through to a live agent. This way if a customer wants to complete a task themselves, they can, or if they want to get a live agent, its very easy to do so. Companies need to begin to see the advantages of having more calls go to live agents, as this will help build quality customer relationships and produce a stronger customer base.
However, to save money most call centers use automated voice systems to try and limit how many calls actually come thru to the live agents. Now these so called IVR systems can save money, because the company needs fewer employees, but it causes a lot of customer frustration. The customer must navigate a voice machine maze and correctly use the system, or they can not complete the task correctly. Also, it is very difficult for the customer to find out which number to press to get a live agent. This is done on purpose by the company, because it prevents many calls from going to the call center agent.
However, when calls go to live agents, this can create many advantages for the company, such as creating opportunities to build a stronger customer relationship or sell customers other products. Another important aspect is that the company will be able to collect more data on customers through the live interactions, which will help refine the service or product to better meet customer needs. Also, the customer will appreciate not having to fight through the IVR maze.
A call center can design a IVR voice system so that it can not only help with self service for a customer, but also offer a very clear option for the customer to press so they can get through to a live agent. This way if a customer wants to complete a task themselves, they can, or if they want to get a live agent, its very easy to do so. Companies need to begin to see the advantages of having more calls go to live agents, as this will help build quality customer relationships and produce a stronger customer base.
Having an Interactive Voice Respond (IVR) around your office can save time and effort - with thousands of calls coming every day, this is practically a necessity. Have you heard of Automatic Call Distribution or ACD?
ReplyDeleteNot only that, Noreen. IVR can also reduce overhead costs because a client that utilizes an interactive voice response system spends less time on the phone than the one who waits on hold for the next available agent.
DeleteI have not heard of ACD. However, there still can be business advantages to having some calls routed to live agents, so the agents can get to know the customer better, and do some suggestive selling.
ReplyDeleteI agree that call centers should not stop the calls of customers not only because it would profit them, but because it would also increase customer satisfaction. I also agree with the other benefits like the increased interaction would help gather more information about people to be able to provide better products or services.
ReplyDeleteRuby Chelmsford