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IVR Featured Article

IVR Systems Help Agents Increase Customer Satisfaction

November 09, 2009

In continuing with last week’s discussion on how Interactive Voice Response, or “IVR,” can improve a call center or customer relationship management, or “CRM,” companies improve and ensure customer satisfaction, IVR provider Angel.com offers additional ways beyond the “design with your customer in mind” ideology.

While designing a call center system, or namely an IVR system, it is essential to have your customers’ needs fine tuned. 

However, Angel.com also suggests that a call center should not be afraid to automate. While some may argue that the use of IVR can be quite mundane when trying to speak with a live agent, Angel.com ensures that automating can assist in effectively managing businesses operations. 

“You hear it all the time: when calling into an organization’s help line, callers would rather speak to a live person,” company officials said. “What the caller really wants, however, is to get the information they need – quickly, easily and efficiently regardless of whether they are talking to a live person or an automated system.”

By supplementing a live person with an automated – however, highly advanced – IVR system, Angel.com suggests that a customer’s satisfaction will actually increase, rather than decline, based on the fact that support personnel will have more abilities to address customer inquiries or concerns. By implementing a service like this, customers that need the direct communication can be addressed in an orderly and timely fashion, while those customers needing simple help which could be perfectly solved through an IVR system, are not clogging up the lines.

Angel.com officials also said that in today’s call center or CRM company environments, support center systems use a combination of an integrated automated system, with an interactive option that helps system users more effectively identify customer questions or issues. 

With the combined automated and interactive systems, users can ensure that customer concerns are routed to the correct agents, while simultaneously reducing the amount of data collection required by the agent once the call reaches them by collecting that data up front, among other benefits.

“All of this ultimately results in a streamlined and positive customer experience,” 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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