High call volumes, limited staffing, and budget constraints in the call center environment are all too common occurrences in today's business marketplace. One solution is the use of interactive response applications or IVRs. An IVR application improves call center business operations and enhances customer experience, giving your call center the leading edge.

How can an interactive voice response application improve call center business operations?

• • An IVR application system identifies callers' queries and filters them accordingly, avoiding incurred costs and unnecessary resources spent on less demanding calls.
  • An IVR increases agent time spent on increasing business sales and promotional campaigns.
  • Pre-recorded unlimited scripting frees agents of rote customer service and educates the customer on the latest news and service changes relating to your business.
  • IVR applications are ideal for small call centers and new businesses looking to establish their business as one that is professional and competitive.
  • An IVR application may automatically log caller information and statistics into databases.

How does an interactive voice response application enhance customer experience?

• • Streamlines live call volume, reducing longer-than-average wait times for customers.
  • Prioritizes customer calls based on status and urgency.
  • Prioritized customer service means more personalized customer service, increasing customer satisfaction and repeat sales.
  • Customer choice is greatly enhanced as customers can quickly get to an answer for their questions, make transactions, hold on the line for a live agent, request a callback.

Can I still use an IVR application if I don't have a call center?

Yes, you can. IVR applications improve caller education and provide quick up-to-date information to common questions such as: Weather and traffic updates Bank account updates Movie, theater, and concert ticket information Travel updates for ticketing and flight information Medical and health-condition inquiries IVR applications can be tailored to your call center specifications and needs, providing your business with a highly customized intelligent routing system. For more information about interactive voice response applications contact Castel.