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Importance of IVR During Working from Home - Cheena Shekhawat - ContactCenterWorld.com Blog

Importance of IVR During Working from Home

As number of confirmed cases of COVID-19, or Coronavirus increases across the globe, business are expressing valid concern around their, customers and day to day captive centers and BPO  operations will be affected . To maintain safety, employees are asked to do work from home. In the meanwhile Aria Telecom is providing clients with up-to-date communications and offering proactive solutions to keep daily operations going with minimal interruption.


Is the incoming call urgent? Is it a valuable customer calling? Or a hot lead, ready to close a deal? Or does someone need emergency services? An IVR can combine with contact center tools, and even your CRM, to prioritize your calls. IVR works with call routing to evenly distribute workflow, sending calls to agents with shorter queues. And your workforce can be located anywhere even at your home. The Coronavirus is not the first emergency situation when IVR technology has to switch to a work-from-home model. Many of our clients enabled their IVR services to take calls from home.
 
Switching your cloud telephony solution to a work-from-home model on a temporary basis is easy. It’s something a team lead can organize while sitting at his/her own house. Instead of the calls landing in the call center, the call gets routed to the agent’s desktop or mobile.
 
Interactive Voice Response is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent within your team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company.
 
Features:
 
> Auto Play Welcome Messages, After-Hour Messages & Holiday Messages as per your needs.
> IVRs collect information about your customer’s needs and will transfer calls to the most appropriate agent or department depending on their IVR input.  
> Our Cloud IVR routes to remote agents wherever they are
> Voicemail, abandoned call reports, and callback alerts ensure you never miss a call 
> IVRs allow you to prioritize calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. 
> Use your IVR for outbound campaigns to auto send personalized announcements or greetings.
> Connect callers to your IVR post calls to confidentially collect feedback.
 
 
To know more about our product & services
Call/Whatsapp: +91-9818234511
Skype: ariatelecom
www.ariatelecom.net 

Publish Date: March 26, 2020 9:37 AM

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