Interactive Voice Response (IVR) has come a long way in its evolution. In the beginning, it was just a means to an end. As there are multiple departments dedicated to different functions, the job of erstwhile IVR systems was to convey basic information to customers and guide them to the correct department. Turn to 2021 […]
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Get IVR development services from Vcallglobal and help to improve the business growth. Increase the list of satisfying customer from IVR development services.
How IVR transforms the quality of customer experience?
Customer experience is essential in current competitive climate as customers will shift to another brand if their experience related to customer support is poor. In fact, Harris Interactive reported that 89 percent of customers went to another firm after receiving bad customer experience. Therefore, companies must focus on streamlining IVR to give best time to […]
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Latest technology trends in outsourcing call centers
Phenomenon like focus on customer experience and self-service portals have given rise to multiple technological trends in contact centers. Customer loyalty lies at the heart of these trends due to which they guarantee long term survival of brands that implement them. Following are some essential technological trends, which are becoming popular in call center outsourcing Analytics […]
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11 essential benefits of IVR system
The research firm Gartner predicted that by 2020, customers will be able to handle around 85 percent of the relationship with the company without communicating with a human agent. Interactive voice response (IVR) technology is one such major component related to non-human interactions of companies and customers.
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Call center glossary: Terms you should know (Part 2)
We have discussed an array of important terms in the last part of this post. Here we present another set of terms along with their definitions which will enrich you with more knowledge of call center industry. Quality of experience – It is the objective and subjective measure of overall experience of the customers with […]
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Call center glossary: Important terms you need to know (Part 1)
Call center world with filled with countless jargons and technical terms which have confused various individuals from different sectors. Whether you wish to discuss call center operations with vendors like a ‘pro’ or just want to have insights about call center industry, first thing you have to do is clear your basics through terminology.
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Eight points to consider while choosing an IVR system
As per market research company Forrester, the interaction of customer with IVR costs only six cents which is quite low as compared to interaction with live-agents which is in the range of $ 6-12 dollars. This fact reflects how companies can derive benefits through the implementation of a sophisticated IVR system. Major industries using this […]
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Recent trends in outsource customer service companies
In present consumer driven society, satisfaction level of the customers keeps on changing with the modifications in customer service methods. Gone are the days when just an executive on a phone was enough to make a customer happy and loyal. Customer service outsourcing companies are incorporating various strategies in their processes to take the customer […]
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Why Data Analytics Offers Beyond The Ordinary
Analysis as a concept is followed by almost every human being on a regular basis, particularly when carefully planned tasks go wrong. Scrutiny regarding every aspect is taken into consideration and when the root cause is identified, there lays a solution to the problem. Isn’t this the most common concept followed by most of us […]
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How can Interactive Voice Response enhance the growth of your business?
Organizations are increasingly aligned towards the system of voice response as it helps to reduce the sales cost, inquiry and support calls. Interactive Voice Response (IVR) is a technology that enables automatic interactions with the callers. The system allows the users to recover their information such as the flight schedules, movie show times; product details, […]
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