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CTSource, Inc
781.639.9000
sales@ctsource.com

 
Tired of having the same questions asked over and over again?
Maybe it's time to think about an IVR or interactive Voice response system!

 

IVR systems are generally used in situations where there are a large volume of callers requesting information that can be obtained easily by computers.

Typical uses allow callers to have round the clock access to infrequently changing data, to request information that can be communicated via the phone, or to trigger external events such as sending a fax or ordering a product.

24/7 Account Access

Large companies use IVR systems to allow customers to have 24/7 access to their account information. Callers can call in and check their current balance, last payments made. Movie theaters sometimes use IVR systems to inform callers of current movies, show times and prices.

Call Centers

Call centers use IVR systems to handle large volumes of incoming callers. Users are asked to specify their preferred language and their reason for calling. The IVR system then routes their call to the appropriate extension or calling queue where it is can answered by the next available person. The system may also ask the user to enter their customer number so the person who answers the phone can have all the customers information on screen when they answer the call

IVR's can reduce or eliminate callers need to "talk to a human" done correctly we wont offend anyone even

For years it has been a badly  kept secret that customers don't like talking to IVRs - research after research in the US, in Europe and in Australia have confirmed this. The question begging to be asked is " Why do companies continue to deny customer access by making mazes of IVR-menus ?". And the answer " because it costs money, lots of money, to give customers access to a live representative of the organization ".

We at CTSource understand, that there is balance between excellent customer service and cost/benefit, and the use of IVR is unavoidable to cope with unpredicted rise in call volumes or to get customers to segment themselves, but what we're seeing is not a well judged use of IVR. Its basically an  indiscriminate use of IVR to fudge service levels (% of calls answered within a set timeframe) to hide the fact that call centers really don't want to talk to customers and that they are not welcome at all. The results are that Call Centers are rapidly becoming synonymous with bad or indifferent service.

CALL CENTRES - CAUSE FOR CONCERN?
A new report from Mintel highlights the anger and frustration experienced by consumers when faced with an automated telephone service. Latest research from Mintel reveals time spent on hold as being the greatest cause for concern for consumers phoning call centres.    Despite figures forecasting a double in the market size by 2003, nearly 24 million adults miss the personal touch offered by a branch or office.

We promise to focus on using hi-tech to put hi-touch back into the customer interaction for you!


 

sales@ctsource.com

781.639.9000

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