Over the past few weeks, Interactive Voice Response, or “IVR,” provider, Angel.com, has suggested ways to improve a company’s virtual call center. For companies in the customer relationship management, or “CRM,” industry, perfecting an IVR system can make or break results.
In addition to increasing customer satisfaction and design with your customer in mind, there are other ways in which a CRM company can make their call center callers satisfied and productive.
According to Angel.com officials, satisfaction goes beyond investing in the hardware and software to build a call center. In fact, while a company invests in IT and technological support in order to ensure the system is configured based on support center needs; there are circumstances that often require system changes, which can often be costly and time-consuming.
However, Angel.com lends advice about how to avoid – and seemingly surpass – the difficulties of unscheduled issues or maintenance that tend to occur with any IVR, call center software or CRM system.
“Today’s hosted support center solutions make it possible for any organization to easily build call centers based on their own unique needs,” company officials said. “They also provide the flexibility to modify or update options in the call flow at any time.”
Additionally, in order to remain on an even keel in regards to the unpredictable system issues, as well as the regular maintenance, Angel.com officials said that staying flexible is a way to deal with these issues, without accruing additional costs or IT support.
Intelligent call routing, IVR front-ends, advanced call screening and international dialing are options that can be selected by a CRM or call center company in order to balance financials while keeping operations running smoothing.
“They enable you to take the money you would have previously spent on hardware, software, maintenance, and upgrades and allocate those funds to creative ways to deliver results to customers,” Angel.com officials said. “Hosted solutions are all about flexibility.”
With hosted solutions, a CRM company can change the call flow at a moment’s notice, allowing an agent to immediately scale to meet peak call volume levels and react properly to customer needs and demands.
Not previously possible with inflexible on-premise solutions, using a hosted solution allows a CRM agent, manager or entire company infrastructure to test new call flow designs to see what works best for customers, and to simultaneously maximize on productivity and increase ROI.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.Edited by Kelly McGuire