Often a caller does not need to speak to a customer service operative for their query to be resolved. Instead being able to leave their details or receiving automated information is more than sufficient to meet their needs.
Using an automated system to take that information from your caller or to deliver information to them reduces the work load of your busy staff. Staff are able to focus on more pressing enquiries where the customer must speak to an advisor.
IVR can be used to:
• Service high call volumes, reduce cost and improve customer service
• Deliver automated messages where applicable
• Extend business hours without employing extra staff
• Identify and route callers to the correct department quickly & efficiently, improving the customer’s experience and cutting call waiting time.
• Reduce unproductive call time and increase first call resolution; both generate ROI.
The Civica Connect IVR designer is a development toolkit for the rapid production of voice applications.
Voice applications include:
• Auto-attendant (menu systems)
• In-queue messaging
• Automated services e.g. balance enquiries, mini-statements, account payments, customer satisfaction, appointment booking, product registration, shipment status etc.
To find out more call us on 0845 345 4282