Interactive call center is a central point in
an enterprise from which all customer contacts are managed. These
include one or more online call centers. More companies are turning to
interactive providers to outsource everything from lead generation and
survey calls to order processing. They provide great opportunity to
improve customer service levels, increase productivity and save money.
The only secret behind interactive call centers is a technology known
as interactive voice response ( IVR ) that automates interaction with
telephone callers. Customers require high levels of availability and
interactivity and IVR is one of the most essential way of providing 24
hours service.
Benefits of Interactive Call Center
- Provide 24x7 custom, friendly service, cost-efficiently.
- Offer nationwide customer "selfservice" with optional
redirect to live agents.
- Automate routine and complex transactions that traditionally
required processing by an agent.
- Eliminate the cost of staffing for unpredictable peaks and
valleys of incoming calls.
- Avoid the expense of training agents and installing cutting-edge
call center equipment.
- Provide high-response capability for weekends and off hours
