integrated voice response (IVR)
Integrated Voice Response or IVR allows customers to interact by responding to the configurable voice prompt menu by selecting the option via DTMF tones. Calls can be routed to different numbers or departments based on the user selection, in additional, information such as account number, identity or service type can be collected automatically.
SOLUTIONS
Businesses can now reduce their operating costs and yet increase the customer satisfaction by routing their calls to the best qualified staff. Basic information like Operating hours or Store location can be made available 24/7 to customers.
Further integration to CRM solution, free gifts redemption and surveys can be done to cater to your business requirement.
FEATURES
INCREASE PRODUCTIVITY
Configure your IVR to provide the answers to the questions most commonly asked by your customer. This allows your staffs to attend to customer who require assistance on other matters.
SKILLSET ROUTING
Maximise customer satisfaction by routing the calls based on the selection made by caller. This ensures that the agent answering is best suited to assist the caller. Agents can also be grouped for more efficiency.
UNLIMITED SCALABILITY
Expand your business with ease. Leave the hassle of your telephony requirements to us. We will deploy the service based on your exact requirements without you having to incur the high hardware cost.
SERVICE AND QUALITY MANAGEMENT
Calls can be recorded to be reviewed for quality assurance. Supervisors can also assist/review agents by using the function to eavesdrop on calls.
CALL DETAIL REPORTS
By using our detailed reports, businesses can improve the efficiency of the staff and even improve on their product offering. By simply analysing your caller selection, product/processes may be improved to better cater to your callers. Management of staffs will also be easier as supervisors can allocate staffs upon understanding caller patterns eg call frequency, average call time, total calls.
AFTER-HOURS CALL MANAGEMENT
Improve how you manage calls by configuring different settings like emergency services, voicemail, prompting of operating hours etc.
Contact us for more information.
