Skip to main content

Usage of IVR services in Lockdown

When the whole world is going through the experiment of Work from Home, one of the major beneficiaries is the Telecom sector. The amount of data consumed during this lockdown has increased up to 30%. This means that most of the businesses taking online route to reach out to their customers, that too with limited staff. Customers and users who were not accustomed to the usage of devices and their operations are finding it difficult to cop up. Here, in combination with Online services, Interactive Voice Response (IVR) services can come hand to register the complaints, provide a road map to deal with difficulties and reply to people’s queries in a scheduled way. Usage of IVR services can not be limited to Education, Health Care, Food & Beverage and Financial Services, Government can also use it to gain feedback and to improvise their supply chain. While online classes are still going on not only for various private coaching institutes but also for primary and secondary schools. He...
1 comment

Detailed Call Analysis with Cloud Telephony


Being said “Data is the New Oil”, any business looking for market growth or looking to becoming a market leader should know how to record, analyse and utilize the data. This would help any organization to understand where they stand and where they need to be. With this they can alsokeep a track on the performance of their agents and understand their potential customers.

Cloud telephony allows you to analyse data like call volumes, call time, cost time, costs per call, missed calls, solving rates and much more.

Analysing the data with cloud telephony would:

  • Allow you to understand your customer segment better
  • Stream line your call centre and support operations
  • Reduce expenses
  • Minimize customers’ rate of attrition
  • Make handling calls unprecedentedly easy
  • Allow you to track which customers have gone unattended so they can be contacted soon.

Control over the data and proper toll for data analysis can give any organisation a great leap over competitors. Adopt cloud telephony and have a proper command over your communication data.


Comments

Post a Comment

Popular posts from this blog

Is Work from home better or Are we not prepared for it?

This lockdown has made everyone to opt work from home to run their businesses and organisations. Many are advising to transform the way we look at running businesses by opting for work from home post lock down. But the question is - Is work from home that effective? According to me, Work from home can be a complimentary tool not a substitute. Every team work requires brainstorming and discussions which are productive if teams sit together rather than working from their homes and discussing over any video conferencing tool. Exchange of information is better when employees work in a common workspace. While working from homes the exchange of information becomes non uniform, teams of different departments, for example, would have information related to their department only and this increases with the size of organisation – the bigger the organisation more will be the non-uniformity. Working in an office reduces the time involved in resolving doubts that any team member or team may have re...
Post a Comment
Read more

IVR and Automobile Service Centers

Any business is not just about sales, post sales services plays an important role in any business. The more satisfied a customer is, the more word of mouth marketing you would get. Whenever you go for getting your car/two wheeler serviced, there is rarely any chance that you didn’t have to wait for your turn. Many a time people have to leave their vehicle for hours and return back to receive it. Now imagine if you could call a service centre and an IVR system guides you to book a slot for the servicing. You can book a slot several days before service according to what your schedule allows, the IVR routinely reminds you of the due service and even the tenure and day of your vehicle’s oil change or filter change etc. How good it would have been? IVR doesn’t only satisfies the clients, the owners too have several perks of using it. The owner would get a raise in customer engagement, you know the reason we just discussed them in last para. More customer, greater business, satisfied cus...
Post a Comment
Read more

Guerdoning Customer Loyalty with Cloud Telephony

After retaining customers if you are not rewarding your customers’ loyalty you might again end up tapering your market size. Rewarding your loyal customers take nothing more than showing that you care for them. Organisations must focus on rewarding their customers for their loyalty, it doesn’t need much just asking once in a month if they are satisfied with your service, providing them regular after sales service and reverting them whenever they want to reach to us for support. Cloud telephony allows any business to honor the customers for their loyalty by: Regularly inquiring if the customers have any problem Updating the customers of their appointments, due dates, due servicing and many other dynamic information. Updating the customers of new offers and wishing them on especial occasions. Asking for the feedback to the customer after every service Informing about other important details like: Wards’ attendance, timetables, exam schedule etc. for schools. Bank balance and transfer sta...
Post a Comment
Read more