IVR

While having a flexible sales team, Interactive Voice Response, or “IVR,” system  and operational structure is a necessity for dealing with unpredictable issues within a virtual call center, there needs to be a system in place that maintains daily operations in a way that gives the customers what they need, in a platform they trust, while balancing issues that could arise.

IVR provider, Angel.com says that building a “smart” solution is the best way to serve customers. By providing users with all of the information needed, when it’s needed, a company can maximize the benefits of its automated call center. 

“It is important that your customer data is readily available to move the call forward effectively and resolve customer issues or inquiries,” company officials said.
“It is also a huge benefit to tie your own customer information into your call center solution to enable information to be easily extracted and utilized on the call to quickly identify and resolve customer questions or issues.” 

With today’s technology, call center systems are capable of integrating with customer databases or with customer relationship management, or “CRM,” systems. 

By utilizing a smart system suggested by Angel.com, the smart system can access a company’s database, when a call comes in, to retrieve related information and details like customer records, purchase history or billing information. This way, by having this information to facilitate the call, a sales agent has the necessary background to try and secure a contract with the customer.

Additionally, Angel.com officials said that, with this information, a contact center agent can verify account status, identify problems with the online transaction and more efficiently troubleshoot whichever issue prompted the customer to call.

"This information can also be used in an automated fashion to provide the caller with personalized information at the start of the call,” company officials said. “Call Center systems can be set to read data such as whether the caller is a VIP customer, or may have recently ordered one of your products, and respond accordingly.”

What’s more, at the heart of any service, is the hope of increasing customer satisfaction. By implementing a “smart” system that procures information to brief a sales agent before a call, VIP customers can be addressed as such. This way, they’re taken care of in a closer aspect by having calls directed to a special queue with more succinct IVR options and short hold times. 

And, for a customer who has recent purchased a product, the background information allows the IVR system to identify each caller individually, and processing each customer immediately, without having to wait on hold to speak with an agent.