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IVR Featured Article

IVR Provider Suggests Ways to Improve Call Center

November 05, 2009

While many companies in the customer relationship management, or “CRM,” industry tend to focus on the satisfaction of its call center customers, there is another group that needs to be content in order to drive results: the callers.

And, for systems like Interactive Voice Response, or “IVR,” which have been recently debated as a dying breed in the CRM or call center industry, the satisfaction of callers in a company that enlists an IVR system is essential to achieving – and maintaining – productivity. 

IVR systems provider, Angel.com, suggests five different ways to ensure caller satisfaction, while simultaneously cost-effectively increasing the level of service to a caller’s support lines.

The first strategy, according to Angel.com officials, is to design with your customer in mind. “Building a base of happy, loyal customers is the goal of every part of your business – from sales to marketing to human resources to customer support,” company officials said, adding that, when a customer is happy, they are more likely to stay and more likely to promote your products to others.

When a customer has a bad experience with a sales agent, the individual is likely to take its business elsewhere. In order to ensure satisfaction, a company’s support center needs to become an extension of overall corporate image and brand. And, with the support center ideally being the only point of contact customers have with an organization, the call center experience must be pleasant and exceed expectations. 

“One of the best ways to make sure you are delivering a high-quality customer experience is to design a solution with your caller in mind,” company officials said. “Anticipating caller issues will help you build a solution that more effectively addresses their needs and will help resolve them quickly.”

This way, a call center’s support line, which is built around a complete understand of a customer’s wants and needs, is a sure fire system that will increase sales, improve a company’s bottom line and, mainly, keep customers returning to a company. 

With specific automated call center solutions designed to help create a customer-oriented caller experience, there are many systems that can be utilized to enhance productivity and increase satisfaction.

“These solutions include IVR options and other intelligent design features that help a customer easily navigate the system, and help the system recognize the caller,” 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


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