How Ivr Software Handles The Outcome Uncertainty Of Automated Outbound Phone Calls

Share:    

Call centre owners can easily talk up ivr software and just how effective it has been in making their operation more efficient and cost effective

. When it comes to handling thousands of incoming calls every day, each of which needs to be directed to a specific service, placed in a queue and filtered out to ensure only those necessary are directed to call agents, the call centre technology being used needs to be highly sophisticated.

When it comes to making outbound calls, another important call centre service, an ivr system is perfectly designed to provide a quality service. This is because it not only makes calls, but is sophisticated enough to handle any possible outcome once the number is dialed. Basically, it can react suitably to whether the call is answered or not.

There may be several reasons why outbound calls are made by a call centre. In many instances, it is a method of following up business leads after direct contact has already been made. Previous contact is essential as the receiver needs to already know the person that the system is calling on behalf of.

An outbound call is also an effective way of reminding people that they have an important appointment ahead of time to ensure as close to a 100 per cent attendance is achieved. A perfect example is medical appointment reminders sent by hospitals to their outpatients, who may suffer severely if the appointment is missed.
Share:    

Meanwhile, the calls can also be used to promote special offers from companies to members of groups and associations, such as supermarket club card holders being notified of the availability of extra points. Whatever the specific reason might be, voice response technology is sophisticated enough to cope with the four possible outcomes of a call.

Direct Contact

The system is designed to recognise if direct contact has been made or not through the differing tones that exist. The system can easily identify the engaged tone or ringing tone, for example, so that when the call is answered by an individual, the voice recognition technology quickly clicks into action.

Once the receiver has greeted the call, a prerecorded dialogue is played greeting the receiver, introducing the agent on whose behalf the call is being made, and politely asking the person to wait to be put through. Within a few seconds, the receiver and the caller are put in direct contact to begin their conversation.

Voice Mail Contact

Thanks to the advances made in voice services, the voice recognition system can identify an answering machine or voice mail tone and leave a message for the receiver to hear. Because the dialogue is prerecorded and uploaded onto the system, it is a simple matter of ensuring that the correct message is delivered. Generally, it is only a quick statement detailing on whose behalf contact is being made, confirming who the individual it is leaving a message for is and briefly stating the reason for the call.

Fax Contact

The call may be put through to a fax number, but rather than end the call once the fax tone is detected, the system can actually send an image through to the fax machine. What exactly the TIFF image might be is down to the sender himself, but it could be a simple illustrated message indicating the reason that contact was made. Or it might be more detailed, giving specific information and requesting that the receiver call the sender back.

No Contact
Share:    

There are two situations where the ivr system may decide to abandon the call. The first is pretty obvious, when there is no answer after a certain number of rings. The only course of action in this case is to abandon the call and move on to the next number.

The second is when a call is being diverted. This prompts the machine to abandon the call because it has been programmed to do so. The main reason behind this programming is that, generally, when a business contact arranges to have calls diverted it is because they are not in the office, and may be available for a number of non work related reasons.

In truth, call centre technology has come quite some way in recent decades. Indeed, the advances made ivr software has resulted in a dramatic improvement in the quality of outbound call services and the way in which they can handle every possible outcome from each call.

by: Sarah Shore

POST COMMENT

Seven Ways To Get The Best Auto Insurance Keep Tabs On The Latest Auto Trends With Automotive Marketing Research Buy Premium Quality Auto Parts From The Comfort Of Your Home Social Bookmarking Automation Software Reports Automated Cash Formula Reports - A Formula For Success How Ivr Software Handles The Outcome Uncertainty Of Automated Outbound Phone Calls Synopsis Of Automobile Sector Vauxhall Vectra Marvelous Automobile Autoblog Sniper Review-revolutionary Auto Blogging Platform For Wordpress Autodvdgps Delivery Process: No Test, No Delivery Discover The Reason Why You Will Need To Try Collinite 476 On Your Automobile Or Truck 8 Tips That Will Save You On Auto Insurance How Can You Use Article Submitter To Benefit From Autosubmission Of Articles