IVR Provider Says Evaluating Company Performance Key to Success
November 30, 2009
Over the past few weeks, Interactive Voice Response, or “IVR,” system provider, Angel.com has suggested ways in which a company in the contact center or customer relationship management, or “CRM,” industry can improve its customer satisfaction.
While there are many ways, including having a flexible sales team, creating a “smart” system that keeps customers in the most evolved application interface, designing an IVR system with a customer’s wants and needs in mind and automating a system, Angel.com officials said that, without measuring and evaluating a company’s efforts, there’s no way to have a full circle, successful operational system.
“As with any corporate function, monitoring and measuring the process of your call center is critical to the success of your customer service efforts,” company officials said.
And, with reporting emerging as a key technological system, call centers looking to achieve and prove their results in supporting customers can benefit from evaluating the process. According to Angel.com officials, the key is focusing on the metrics that provide information and insight into the overall caller experience.
Since the modern day call center has evolved to such an extent, with new reporting and monitoring capabilities, companies can analyze call activity, agent activity and other metrics that factor in to agent, company and customer success on a constant basis.
“The availability of web-based, real-time reporting empowers call center management to adjust efforts on the fly to make adjustments to their support centers as often as they like and, ultimately, improve results and enhance customer satisfaction,” company officials said.
In concluding Angel.com’s discussion on five strategies to improve a call center, it’s evident that satisfied customers are the key to any organization’s success.
When customers are waiting for an agent to pick up, a call center company is losing time and risking alienating customers by making them wait in the call queue. “By taking advantage of the range and flexibility of support center solutions like Angel.com, you can dramatically increase the productivity of your support center, reduce costs to your organization, and increase your customer’s satisfaction,” company officials said.
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