.%20They%20take%20care%20of%20the%20customers%20in%20a%20way%20that%20makes%20them%20feel%20happy%20about%20being%20associated%20with%20the%20client's%20company.%20However,%20this%20same%20phone%20answering%20desk%20receives%20a%20lot%20of%20flak%20for%20poor%20service.%20Customers%20are%20always...){kind=link}
Blending Automation with Answering Service
Answering service is one function that always attains importance
. The inbound call center desk is primarily responsible for branding and customer relationship management (CRM). They take care of the customers in a way that makes them feel happy about being associated with the client's company. However, this same phone answering desk receives a lot of flak for poor service. Customers are always complaining about how they had to hold the phone for a considerable time before they could talk to anyone. When it comes to the Interactive Voice Response (IVR) system, customers feel that they couldn't navigate smoothly enough because the process was pretty confusing. Moreover, it took a while before they could locate what they were looking for.Keeping these inconsistencies in mind, the call center units across the world have tried to develop a solution to this problem. They have tried automated phone answering responses, but they couldn't meet the requirements appreciably. But there is this one answering service system that seems to be picking up some wind in the recent times. It's a blend of the automated voice response system along with the manual live voice response. The process is simple. The BPO offers the IVR to the caller. The caller can select the option that they are looking for. As they choose their options, an inbound call center agent is tracking their movement. They try to figure out what they are looking for and arrange for that option to appear before the caller without delay.
This combines the best of both worlds. The IVR answering service is needed for callers who specially know what they are looking for. They are sure of what they want and move quickly to the desired information by pressing some numbers on their phone. Similarly, the live phone answering system is needed for those who are looking for more information on certain features and offers. Both these systems have individual flaws. The callers on the IVR don't always find what they are looking for because of navigational problems. It could also be that they need further information on what they have already found. That's when they need to talk to a telemarketing agent. In the same vein, when the BPO service offers only the live voice, they find it cumbersome to wait for the agent to come online and tell them what they need to know.
Fusing the two is the ideal way out. When the caller feels like talking to a live telemarketing agent, they can choose to do so even when using the IVR. That way, they don't need to give their personal details to every caller that comes onboard to attend their call. The best part about this process is that callers can get their work done without any procedural delay. The efficiency of the inbound call center team has a lot to do with the brand value and loyalty that customers have for the client's company. With the right amount of after-sales service, the BPO units can do wonders for the company.
Blending Automation with Answering Service
By: jems hug