One of the major challenges that companies face once they hit a certain size is the amount of inbound phone traffic they receive. Whether it's customer service, sales, career opportunities, or any number of other reasons, people are calling your business because they have something specific they want addressed. The issue that you then face is "How do I manage all of these different requests efficiently so my agents are spending less time on each call?" The answer is so simple, yet some people are unaware of how drastic of a difference it makes.
Front ending your incoming calls with IVR greeters and menus can help route your calls much more efficiently than any other method. When your callers dial in to your phone line, they are greeted by a voice and given a series of options to choose from. By interacting with this menu, they are automatically routed to the agents best suited to help solve their request, saving your company time and labor costs.
The terms IVR and Interactive Voice Response have become somewhat sore subjects to people nowadays because of the many poorly constructed systems in existence. However, when you go through a proven, trusted IVR company, you are able to avoid the nuances like endless loops and information repetition.
There are a few different things to look for in your IVR Provider to ensure that your business and customers are benefitting as much as they should:
Real-time/ Comprehensive reporting - Ensure that you are able to fully analyze your calls and call volume and more.
24/7 customer support - Never have to worry about your IVR solution being down.
Flexibility & Scalability - Gives your company the flexibility to grow and handle volume of all sizes.
Call recordings - Always be sure that your customers are getting the best service possible. Also, have access to recordings of every phone call to ensure compliance.
State-of-the-art technology - Technology is always changing so be sure that your IVR provider is keeping up with the times so your company doesn't get left behind. Contact Automation has been one of the top providers nationwide for IVR solutions for years. If you are interested in finding out how front-ending your business would benefit your company specifically, e-mail us at Sales@contactautomation.com or call us at 1-800-487-9679 and we would be more than happy to discuss your opportunity.