Interactive Call Center

24-Hour Interactive Call Center::

There are various types of call centers but the most successful and economical call centers are of Interactive call centers.

what is Call Interactive ?

Now the answer is an automated interactive systems let customers quickly get answers, request information, participate in surveys, update accounts, and more. Front End to Customer Service application saves money by minimizing the calls that go to a live operator.

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media.

Dynamic changes in queue volumes can directly impact a contact center’s ability to deliver on service levels. If one queue has callers waiting while another is sitting idle, neither the customer's nor the center’s interests are served. As a contact center manager, you need tools to change agent and queue states instantly so you can respond to changing contact volumes immediately.

Call Center Management to provide supervisors with browser-based tools that provide advanced capabilities to:

• Support an immediate response to changing call volumes
• Ensure contact center resources are most effectively deployed at any and all times
• Respond to and control situations involving individual agents and / or agent groups

Key Features that can be implement in Interactive Call Center :---

The Call center IVR Self Service Application provides:

• Point and click interface and customized scripting capabilities
• Access to their standard databases
• Automated sophisticated call flows enhance customer services, automate complex processes and save costly workforce resources
• Dynamic call routing: skills, priority, and service level
• Automated information retrieval and update
• Leave message in an agent mail box
• Automated attendant
• Touch tone control
• Play message: Greetings and announcements, advertising, text-to-speech, speech recognition

Achievable Benefits :

Increased operational efficiency is realized by both the consumer and the call center through well constructed self-service applications. IVR helps alleviate the following challenges:

• High call volumes at peak times
• Excessive hold times during these periods
• Workforce turnover and quality issues
• Requirements to automate outbound processes

Hence An Interactive Call Center’s IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling. Using computer telephony integration (CTI)

For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team