The introduction of the self-service channel into the call center was an important step to cater to the segment of the target audience that prefers to get things done on their own time. When that channel is easily blended with other call center solutions to create the optimal experience for all, the purchase has a better return on investment.
From a practical standpoint, the implementation of an IVR (Interactive Voice Response) system should help to raise the efficiency of the call center. A recent Call Centre Helper article explored three ways the IVR can do just that, focusing on automating routine calls, using intelligent IVR to direct callers and creating efficient agents through automated processes.
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IVR is often selected among call center solutions for its ability to streamline routine calls. The most expensive call into the contact center is the one the agent has to answer. If the agent answers 25 calls per day on the same question, this is an indication of something that could be handled through an automated IVR process.
If the capabilities exist to allow the IVR to intelligently route callers to the right destination, this is a significant time-saver and customer satisfaction tool. The intelligence built into the system allows it to ask specific questions of the caller based on answers already given. With enough data, the system can get the right caller to the right destination for a quick resolution.
Calls do still need to reach live agents from time to time, but the IVR can still be used to help make these interactions more efficient. For instance, it allows the calls to be presented to the agent with as much information as possible so the agent can jump right into solving the problem. It can also ensure all relevant data the agent may need is readily available on the desktop, so he or she doesn’t have to spend time looking for it.
Perhaps the most important thing to remember when designing the IVR as an important part of the organization’s call center solution is that it be easy to use. The main point of the IVR is to streamline systems and reduce costs. Neither benefit can be realized if the customer is too frustrated to actually get to where they need to be. Consequently, if the IVR is too complicated to be used effectively, customers won’t use it at all.
The point of any call center solution is to streamline the customer care process. As long as the design of the IVR follows this simple rule, the other guidelines can easily fall into place.
Edited by Blaise McNamee