Answering Service Ivr: Positives And Negatives

Answering service has made innovations so that it can fine-tune the process of consumers getting in touch with the company

. Live phone answering has been substituted in certain areas to make way for recorded voices. The system of answering consumer calls through recorded voices asking the customer to respond through numbers is called Interactive Voice Response (IVR) system. Call center units across the globe are using IVR to make things fast and easy on the inbound call center desk. But is all of IVR working out for the customers? Let's find out in the article.

IVR has some advantages, as it has disadvantages. In the pros, you can include the fact that it makes the whole process of answering service much simpler. Consumers who call the BPO desk often have very specific questions to ask. They don't really need to talk to a live voice at the phone answering desk. They key in a choice of what they need and a computer-generated response is all that they want to solve their problem. For example, if you want to know the outstanding balance on your prepaid cell phone connection, you don't need a call center agent to get on the phone. You can key in your number, the option to check the balance and a recorded voice reads it out. In cases like these, the IVR is a time saver and callers don't have to hold on because the system is automated.

Taking it further, there are times when the consumers don't like the idea of speaking to a live agent. They want the information fast and easy. Speaking to an inbound call center agent would mean answering questions like name, address, verification information, etc. It takes time and is frustration when it's just a bit of information that you need. The IVR phone answering is handy then. And anyway, at all times during an IVR call, you have the option of speaking to a BPO service agent. If you find that the IVR response is not something you want or if the answer you get is not clear to you, you can always choose to talk to a live call center agent. It is the wide variety of choices makes IVR what it is in terms of call center services.

The negatives about IVR answering system are that you cannot have any detailed information from this method. If you need some additional information from the IVR, you cannot access that. You have to stick to the options that are listed on the menu. Business process outsourcing agents have tried to add several options on the IVR but that defeats the purpose. A long-winding menu confuses the caller and he/she is likely to end up choosing the wrong phone answering service. The way out is to do a comprehensive study on what customers are asking and bring down the number of most-asked questions to 7 or 8. The survey is important to zero in on the number of questions that you ask the customer. And at all points, the option to talk to a live voice should be there.

by: Ivana Lewis

POST COMMENT

Managed Services :- Opportunity in Power Grid Corporation Of India Call Center Service - Keeping up with the growing demand! Call Center Services Helps you to Better Utilize Time Social Service Workers A Ray Of Hope For The Community Corporate Video Services: The Way Ahead Essay services provider in uk Advantage Of Using Clearing Services The Benefits Of It Support Services India Advantage Of Call Center Outsourcing Services What Time Do I Have To Order In Order To Get Next Day Courier Service? Nähr-Engel Ensures Customer Satisfaction with METTLER TOLEDO Technology Scotchgardtm Usage In Cleaning Services In Vancouver Reach Your Customers Through Facebook Move Over The Weekend - Tip For A Successful Office Move From An It Service Provider's Perspective