What is a call center/ IVR service on Mteja?
The call center service/ IVR service, is a cloud based service, that allows businesses to make and receive calls via a phone number without the need of a physical call center or sophisticated phone hardwares.
Is there a difference between a call center and an IVR service?
There is a slight difference, even though the terms are used interchangeably when referring to cloud based call centers.
A call center is a department in which incoming and outgoing telephone calls from both new and existing customers are handled by a team of advisors, otherwise known as agents.
An IVR is known as an Interactive Voice Response a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent or department.
Use case of a Call center
Offering customers support
Handling their queries
Carrying out telemarketing
Conducting market research
Why is a cloud based call center service valuable to a business?
Cloud based call centers are valuable because they provide a communication channel to customers, providing a business an opportunity to enhance its image, by resolving problems seamlessly.
What are the benefits of using an IVR?
Increase first contact resolution - callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department reducing the need for transfer or call backs.
Increase efficiency - agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.
Reduce operational costs - an IVR acts as a virtual receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency and will reduce operational costs.
Increase professionalism - as a business you can use an IVR system to greet customers in a very professional manner and you can also make it seem that you have more departments and employees than you actually have.
Increase customer satisfaction - it is easy to use and reliable, as customers will never be routed to the wrong department, or to an agent who cannot solve their problems.
How can you use a Cloud based Call Centre to Measure Performance?
The metrics that can be used to measure the quality of your call centre function and level of customer service is via:
Historical data – These give an indication of the historical demand of the call centre, which helps the team to better forecast, schedule and plan for the future.
e.g. Number of Calls Handled, Average Call Handling Time
Real-time – These give an insight into the current demand of the call centre, which enables better day to day management to meet the demand.
e.g. Service Level, Hold Time and Agent Availability
Customer focused – These give an idea of the effectiveness of the customer–agent interactions within the call centre, particularly in terms of quality.
e.g. Customer Satisfaction, Quality Scores and First Contact Resolution.
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