IVR

Why IVR?

If there is anything that customers hate, then it is having to wait indefinitely while calling a company for information or to make a complaint. Yet in difficult economic conditions, of all things, many companies still make cuts on telephone contacts.

That is simply not smart, because 50 percent of consumers move over to the competitor out of annoyance. Long waiting times, endlessly being reconnected or hearing totally no human voice at all: it can irritate consumers more than enough. Research shows that in 2004, 50% of consumers changed service provider because of poor telephone accessibility, 82% hate having to wait a long time, 77% have to continuously pass on the same information to different people and 70% receive no clear answer to questions. On average, the consumer is put on hold for almost 6 minutes and gets 2.7 different employees on the line. The study examined ten service providing sectors, of which the utility companies scored worst.

In a similar study by software company Corizon, the telecom sector came out the worst. “In the future, accessibility and efficient handling of phone calls will form an increasingly important source of customer loyalty." (Source: MKBnet)

How do you prevent it?

By making use of IVR (Interactive Voice Response) applications. You can directly route your customers to the correct department. By automatically bringing in extra people during peak times. Keeping home workers accessible, even for calls from outside the company. Waiting times can be significantly reduced; customers can reach the appropriate department more quickly. You know just how important customer contact is. You’re not reading this page for nothing. Please feel free to contact us; together with you, we will look for the solution that best suits your business.

IVR Choice

Using a voice response menu allows the caller to make his relevant choice known by keying in a number

Postcode Routing

By keying in the postcode, the call is put through to a postcode related destination number.

Waiting queue

One or more call agents can receive calls by logging in.
Incoming traffic is put through to an available agent. In the event that there is no agent available, the caller is placed in a waiting queue and put through as soon as an agent is available. Waiting music or a commercial can be played.

Recording calls

All in and outgoing calls can be recorded.

Voice to E-mail

Callers are offered the opportunity to record a voicemail.
These are sent by mail as Wav files.

Are you requirements not here?

This is just a selection from the many possibilities.

Please contact with TelServ’s advisors in order to see together how your accessibility can be optimised even further.