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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...
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Running call centres form homes



Agreed! That there are several jobs which can’t be performed while being at home. But why are we still performing the ones which can be best done from home.

Call centres for example. Most of the big and even some small companies run their call centres and there are thousands of hiring per day in these jobs. Have you imagined how many buildings, how much space these call centres would be occupying. How much the operational costs, electric charges, maintenance cost and other fixed and variable cost for running these centre would the owners be incurring? A lot! I guess.

Now replace these call centre with Cloud based IVR and telephony solutions, which allows you to operate distributed calls from anywhere in the country/world, using which the agents would be able to perform their duties (attending calls) from their homes. No hardware required, no landline required better client and data handling, no call attendants would be required to sit in a call centre for hours, the owners would save crores of money every year, better tracking of customers and better tracking of agent’s performance. This will increase owners’ profits and employees’ satisfaction.

Work from home can transform the way several businesses are run today. Keeping in mind that though people hate change but remember it is the only thing that has brought progress, businesses like call centre should at least start shifting towards working from home.


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