A Call Center Guide To IVR Software
This guide teaches you about IVR call center software. You’ll learn the basics, get tips, find advice, see trends, and more!
Call centers and IVR software
Historically, call centers have been defined as the department used to give or receive information on behalf of the company or organization. Today, it’s clear that business call automation has evolved.
Innovations in voice response software have made it possible to view the contact center as more than just a communication center. In fact, some might go so far as to describe it as a dynamic and strategic business move.
That’s because software, unlike hardware, is different.
Categories of applications:
Analytics & reporting
You’ll see businesses using it for employee training, keeping track of operations and profitability based on calls received, and already for improving customer relationship management (CRM). Let’s take a closer look at each category and what is needed for success.
Software that is designed for sustain staff often includes scheduling, job reporting, and technical sustain. This is slightly different than traditional applications because it focuses on addressing the needs and concerns of the employee, instead of those of the caller.
What’s needed: Applications that save time, reduce errors, and minimize frustrations that might obstruct performance.
Analytics and reporting applications can include both basic and progressive options such as providing call transcripts or creating records for callers detailing why a voice response aided call was transferred to a live employee.
What’s needed: Applications that precisely report information based on what the client wants.
CRM and rule capture software simply refers to voice response solutions that depend on caller-specific details and records.
What’s needed: Applications that are able to interact in real-time.
In each example, software can play an important role in helping the company balance meaningful areas. Read on for tips on how managers can use software in a way that increases accountability, streamlines procedures, and fine-tunes call automation.
Tips for managers
Managers typically find themselves at the helm when it comes to implementing new software. Because sustain staff will perform at peak levels when they are held accountable for the sets they provide, it is up to the managers to ensure that everyone is on the same page so to speak.
Here are some tips to ease the change if your company is just getting started:
- Make sure meaningful employees understand how to use it & know how to get help when they need it
- Coordinate with internal departments so calls are routed appropriately
- Have regular staff meetings so you know what’s working and what isn’t
New and upcoming industry trends
Several new and exciting trends have popped up this year. One of the more interesting developments is how voice response solutions are being integrated with the caller’s mobile devices. The idea is that applicable consumer data like web browsing, texts, and downloaded apps can be captured and entered into a company’s existing database.
Finding more resources
No guide is complete without a list of additional resources. Here’s a list of helpful sites with more resources for call centers:
Contact Center World
Connected Planet Online