GoResponse Telephone Answering Service Staff

Segregating consumers via IVR

For many call centres, it is important to attempt to segregate call traffic so that people can be given the right service.  In many cases, executives want to ensure that high quality and loyal clients get optimised care.  For those wanting to do so, call routing via IVR can be the perfect solution.

Telephone answering services have many ways to identify their callers, and by using the IVR method, they pass a certain amount of responsibility over to customers.  When a consumer first calls, they are asked whether or not they have utilised the service before.  The answer splits the calls accordingly, pushing the loyal customers into a new call routing menu so they get help as quickly and simply as possible.  The advantage to this system is that call centres immediately know who is loyal and can service these calls with top agents.  In addition, there is no concern that a VIP number might fall into the wrong hands and be swamped with first-time callers, as everyone initially contacts a single number.

Like all things, there are a few disadvantages, however.  Non-priority consumers might still press the wrong button, and, therefore, be picked up by the high speed line.  There is also no differentiation between extremely valuable clients and high-value calls.  Getting the initial message is also important and could take some time to get right before callers know which option to choose.

With customer services becoming so important, it is vital to segregate calls out somehow.  Therefore, despite the disadvantages, using call routing via IVR is an ideal solution.

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