Call Center Forum

Paul Bradley · Guest

I currently work within a 200+ strong financial call centre servicing new and existing customer accounts.

We have managed to keep our IVR options down to a absolute minimum to ensure our customers speak to a human being as soon as is possible. However we are constantly looking to improve our service either through reviewing current processes or introducing new technologies.

I would appreciate any advice/experiences on any new technologies, which have worked well in similar call centres i.e. Computer Telephony Integration (CTI), Answerphone, Voice Recognition & Voice Processing.

In addition any statistics or survey results which have been conducted in relation to these areas would be greatly appreciated.

Tiffany Mannion · Guest

I have a whitepaper that our comany recently published which discusses best practise for IVR applications. I would be happy to e-mail you this whitepaper. If you would like to receive a copy you can contact me at tiffany.mannion@concerto.com.

Alternatively the whitepaper as well as further information regarding voice self service can be downloaded from our web site at www.concerto.com.
__________________
Tiffany Mannion
Contact Centre Specialist
Concerto Software

Eric Weaver · Guest

IVR generally used for Self-Service, ie the caller doesn't need to speak to human. If you're looking for real-time Customer Interactive solution, the Genesys G7 is great (www.genesyslab.com).

Raja Rajan · Guest

I know most call centres use IVR and queueing in some form or another but we have particular customer resistance from putting in one of these 'barriers from a human talking to a human' technologies.

Does anyone have any positive customer feedback from using an IVR setup and if so how did you design your IVR routing to acheive it?

Ronnie · Guest

I'm not a manger, just an agent, but I've found customers sometimes actually WANT an IVR! I work on a helpdesk where calls are charged at a premium rate, and for this reason there is no IVR or message telling you you're queueing at all, and many customers complain about this to me. They say that when the phone just rings and no-one answers they feel as if no-one wants to bother with them, and several customers have suggested to me that they'd like some kind of recorded message just to let them know that someone is going to get to them eventually. Many of our customers also call us in error, and they sometimes wonder why we don't have a message at the start of the call giving numbers for other departments. One customer pointed out that this would be quicker (and therefore cheaper) than having to come through to my dept, listen to the salutation, explain their issue and THEN be told it's a different number for billing or whatever. I know you were looking for more in the way of useful data, but I just wanted to share my experience of this issue with you.

Miles · Guest

[quote="Tiffany Mannion"]I have a whitepaper that our comany recently published which discusses best practise for IVR applications. I would be happy to e-mail you this whitepaper. If you would like to receive a copy you can contact me at tiffany.mannion@concerto.com.

Alternatively the whitepaper as well as further information regarding voice self service can be downloaded from our web site at www.concerto.com.
__________________
Tiffany Mannion
Contact Centre Specialist
Concerto Software[/quote]

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