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Self Service IVR.
The IVR is often the first interaction that your customers and prospects have, when they call your contact centre, so, providing a good first impression is key. Consumers are now very used to dealing with IVR’s and are often keen to use them to perform simple tasks such as providing meter readings rather than waiting in a queue to speak to an advisor. By providing self service options within your IVR, your Contact Centre can become operational 24/7 without any additional cost, whilst reducing the quantity of calls your advisors have to handle saving time and money. Allowing your advisors to deal with complex queries and escalations.
Below are the benefits one MaxContact Customer received following the introduction of our Self Service IVR
Reduction In Handling Time
Reduction In Calls Requiring Agent Involvement
Increase in SLA Achievement
Key Features -
Completing tasks such as ID&V (identification and Verification) within the IVR provides a better customer experience, when an agent is needed this information is sent through to the advisor screen. Presenting the customer details within the MaxContact Agent application or within your CRM reduces average handling time as the agent can receive a notification that DPA has already been passed allowing them to start handling the customers query straight away.
The introduction of Self Service will also improve first contact resolution, information captured withint the IVR can be used to route the customer’s call to the correct department and, the most appropriately skilled advisor in the first instance, reducing repeat contacts, saving time and money and, increasing customer satisfaction.
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Features You Will Love
Allow Users to save their place in the queue and then receive a call back once they reach the front of the queue providing your customers with a great service and convenience.
Interactive Voice Messaging
Text to Speech
Add to 'do not call'
Save Agent Interaction allowing users to automatically remove themselves from the calling lists through the IVR.
Customisable Agent Notifications
Future Proofed For Your Convenience
- Make changes to your IVR in real time
- Setup new routes and queues in minutes.
- Allow operational staff to make changes to the IVR to meet business requirements without involving any technical resources.
Interested in automating payments within you IVR?
Utilita were using an on-premises dialler solution for several years. This initially worked well for them, however over time they faced numerous challenges with their existing solution. Find out how Max Contact helped them overcome their problems.