Interactive voice response: more than just machine talking
A smooth and efficient IVR does not depend on the technology—it’s all about the design.
Self-service is always attractive, you just feel self-sufficient and that’s good. Still, you can feel you need help sometimes and there is nothing more frustrating than having no one to count on. Our IVR programs and services give you that empowerment sensation through a self-guided, user-friendly system but with the option to reach live support from trained representatives at all times.
A good IVR design includes a path to live support, as well as fast and efficient help. On this matter, Masterlink Group offers the following IVR applications: Lead generation, NACSZ capture, automated surveys, helplines, FAQ and order status. You can also choose our Voice Broadcasting service that allows you to send a massive number of calls conveying time-critical information. We can be your primary IVR provider or serve as a backup to your in-house programs when the demand overwhelms you. Your call!
Firstly, study your historical call data and determine your call type. Then, you will be able to tell if a shared model is right for your business
You are 3 steps from success!
Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation. To start, pull reports of historical call data. To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month? What are the call arrival patterns? What part of the day or week generates the most volume? Are there any spikes due to seasonality, new product introductions or promotions?
Next you will need to determine your call type.
Determine your call type: How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website? As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option. The shared model is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets. For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience. Explain your needs to any prospective call center, and they’ll be able to give you good advice on which model is the better choice for you.
Let’s Talk. Contact us today for more information on how Masterlink Group can be your Shared-Agent Call Center Solution.