If your phones are frequently ringing during the day or you are getting many calls during off hours it may be time to automate customer interactions. If you do not have enough staff or knowledgeable personnel to handle the volume of phone calls your business is receiving, then utilizing an Interactive Voice Response (IVR) system can improve your customer interactions and possibly reduce your overall operational expenditures.
Before exploring IVR options, you need to answer two questions from your customer’s point of view.
With this information compiled, you can design an effective IVR System. Poorly designed IVR solutions will annoy callers and have a negative impact on your business results, customer satisfaction, and public image of your company.
Properly planning IVR should be broken into three categories:
NOTE: Don’t start off with “listen carefully as our menu items have changed.” It wastes valuable time at the beginning of the call and most callers will not remember the old options.
Global Link can guide you through the process of selecting the best IVR equipment and software, establishing your IVR protocol, integrating into your network/database and training your staff on the operations and functioning of this powerful business tool.
Contact us today at firstname.lastname@example.org or 800-494-LINK for a FREE consultation.