GoResponse Telephone Answering Service Staff

Top tips for call centre automation

Automation can be a call centre’s best friend, helping to reduce call volume and allowing agents to deal with customers who really need complex help.  However, self-service options are not always implemented in the best way, resulting in frustrated call centre customers who find they have to talk to an agent in addition to using menu options.  This can increase call volume and lower customer experience, so it is vital to get automation options right.

Telephone answering services can use automation to their advantage, but it is important to tailor services towards the consumer.  Some people want to speak to an agent no matter what the problem; whilst others will do everything they can to avoid a conversation.  For this reason, menu options must clearly allow users to choose the right option for their needs.

For those using Interactive Voice Response (IVR) software, it is important for executives to actually call it themselves and note how easy it was to use.  If problems are found, they can then be fixed before they begin to affect consumers.  In addition, IVR can be used to identify a consumer’s location and order history.  This personalises the menu options, thereby increasing the customer service level.  Finally, for those who want to go the extra mile, sending customers an IVR user guide with menu routes makes good sense.  This provides consumers with an easy way of navigating various options, reducing their time wastage and giving a positive service.

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