One of the key advantages of this scenario is the availability of an agent reserve, which allows avoiding situations when after the client answers there is no free operator, and the caller has to wait on the line. The system automatically excludes non-contact numbers, freeing the agent from the need to waste time calling such subscribers.
But using the agent reserve in the Progressive scenario area code philippines mobile has a downside - it can lead to significant time costs. Compared to the Preview scenario, the operator can increase the number of calls by 7.5%.
Robotic calling of clients
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For dealing with problematic clients, such as debtors from collection agencies or when determining the cost of an order in an online store, when it is not known in advance how long the conversation will take, a sequential script is ideal. This mode is also suitable for conducting surveys. It is especially effective in medium-sized companies focused on serving individuals.
The automated IVM (Interactive Voice Messaging) system not only calls clients, but also sends them outgoing voice messages. This tool is ideal for disseminating information, conducting surveys and monitoring service quality.
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Setting up the IVM system for automatic calling of clients
IVR, or interactive voice response, is a system that allows customers to control service through voice commands or keystrokes on their smartphone.
How to avoid mistakes when setting up IVR:
You should not implement IVR without a clear understanding of the tasks that this system is supposed to perform.
IVR tasks:
Organization of call forwarding between employees and departments in response to a large number of requests on various issues, where IVR functions as the primary support line.
Reduce the workload on staff when the IVR system provides standard information such as opening hours and office addresses.
Increase the likelihood that customers will wait for an answer while waiting on hold. This is better than forcing them to listen to a monotonous beep without understanding how long it will take. If the IVR informs about the place in the queue and the estimated wait time, the likelihood of retaining the customer increases.
Analyze call statistics
Determine who, when and with what questions contact you most often. Identify these frequent requests, analyze them in detail and integrate them into the IVR system.
Conduct a full IVR test
Check for problems and identify potential problem areas in its algorithms and menus.
Setting up the IVM system for automatic calling of clients
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It is important to ensure that the IVR logic works without errors before it is launched. Due to certain nuances, users may have difficulty in solving their questions or have to expend significant effort before they get the information they need.
The greeting can be made more concise
For example: “Good afternoon! Smarter is on the line . ”
Provide a simple structure with a limited number of menu items
Too many choices can confuse customers, causing them to stop talking.
Prepare detailed and clear explanations on all the questions that most often interest customers
It is necessary to regularly monitor the topics and frequency of requests.
Avoid overloading your IVR with ads
Don't use advertising in the welcome message. The client wants to quickly ask a question, but is forced to listen to long announcements about special offers and promotions.
Setting up the IVM system for automatic calling of clients
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Advertising messages should be introduced sparingly, preferably at times when the customer is waiting in line to be connected to an operator.
Make the transition to the employee accessible and clear
Most often, it is unrealistic to anticipate all the questions that clients may have. Therefore, it is important to leave them the option of contacting a live specialist.
Choose pleasant musical accompaniment
Remember that the music you choose will be closely related to your company's image and create a certain mood. The choice should be thoughtful!
Add the ability to automatically announce the call number in the queue
Calculating the approximate wait time for an operator's response will help customers estimate its duration and make the process more comfortable.
Monitor performance and collect IVR statistics
Let's say you're starting a new promotion and want customers to ask fewer questions about it. Include a section in your menu that details the terms and instructions for using the promotion. This will allow customers to figure out the details themselves.