IVR call center: Offering customer service and sales innovation

Written by Anastasia Zoldak

Conducting business can often be overwhelming. Businesses constantly struggle to balance labor costs, innovations in technology, and the need to serve their customers. An IVR call center can help streamline your customer service and sales practices.

IVR, or interactive voice response, is used by businesses as a first line of support when customers contact them. Using touch-tone technology, customers work with a computer database to have their questions answered or to get more information on products and services for sale. Should the customer prefer human contact, the IVR system can route the call to a real person.

Advantages of IVR call centers

IVR call centers allow smaller companies to seem larger than they are, and help larger companies outsource and automate their call centers for greater profitability.

IVR services are customizable and scalable to fit any business model. The scalability of this technology allows companies to expand their call center services as their business grows. IVR companies are integrated to the company's business model, even making allowances for consumers who prefer human communication. Newer technologies even allow speech recognition to create even more call center features and sales opportunities.

Key IVR call center features

• Click to talk:This allows companies to integrate their call center into their company's Web site, allowing customers direct contact through e-mail, instant messaging, or voice.
• Direct response: Quick and direct response is essential for customer satisfaction. IVR companies have call center agents on demand should the customer wish to speak to someone. These agents manage calls, answer product questions, take orders, set up appointments, and can even refer customers to other products or services the company offers.
• Electronic response: In today's highly technical world, customers often contact companies using cell phone texting, e-mails, and instant messaging. Progressive IVR companies offer services to respond quickly to such inquiries.
• Marketing: Many IVR call centers have a dual role of customer service and sales; many IVR companies now offer various services by training call center staff to sell products and services. These call center agents can also generate leads through live chats on the Internet to visitors on the company's Web site.

Cost-cutting benefits

Smaller companies benefit because they no longer have to bear the cost of setting up the technology or employing staff to service the center. Larger companies can eliminate costly upgrades to existing systems to keep pace with communication innovations and can eliminate internal labor costs and responsibilities.

Once an IVR company is retained, the liability of hiring, payroll, call center monitoring, technology upgrading, and accountability becomes its burden. An IVR company helps businesses free up resources for tasks that will increase profitably and create new revenue streams.

Finding an IVR company

Before seeking an IVR company, analyze your call center requirements and create a "wish list" for your ideal call center. Use that list as a guide when you interview IVR companies.

Ask to talk to prospective IVR companies' current and past clients for references. Call these companies via their call centers to get an exact idea of the level of service offered.

A company that chooses to outsource its call centers automatically increases efficiency, lowers costs and increases customer service, and sales productivity.

To get connected to the right solution for your company, submit a free BuyerZone request for IVR call center price quotes. We’ll connect you to multiple IVR providers who will carefully review your options and present you with proper solutions.