What is automatic call back systems ? Automatic call back service can be defined as calling back by customer care department of some organisation to its client when it is unable to attend the call by the client or solve the clients problem satisfactorily and make a follow up call later. Call back service is [...]
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Recently, Tata Docomo, India is advertising about IVR used in its customer care where it says that in order to keep it simple, they allow caller to speak to human agent quickly without going through maze of key-presses, listening lengthy and boring menu announcements! Well, one line comes to my mind quickly, if you want [...]
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What is predictive dialer and what is Click To Call ? Predictive dialer is such smart automatic telephone dialer system which dials out a telephone number from a list of telephone numbers in order to reduce holding time for both agent in call center as well as the person who is called from it. Though [...]
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I have many experiences with my clients or people whom I had interacted during their commissioning of IVR system, that they give least importance to the scripting as well as voice prompt. Most of the times, they discuss and emphasis on number of simultaneous calls, integration of the IVR with some CRM ( customer resource [...]
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What is call back feature ? Call Back feature is when a person call a number and then disconnect and immediately that dialed number calls back the person. Now the person can enter another phone number and get connected to that phone number! This kind of phone number which calls back a person is also [...]
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The usage of IVR is growing in India. IVR has been used for long time in India like any other country in the world. These IVR systems were majorly used as train status information, flight status information and other few complaint lodging/booking system. And at that time ( before 1997), India had very low telecom [...]
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While outbound IVR systems are being widely used now a days for many promotional activities, but outbound IVR potential as smart predictive dialer is still to be tapped. While many acknowledge that, outbound IVR has many advantages over predictive dialer, call centers still deploy predictive dialer for making outbound calls and then transferring the calls [...]
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Complaint Management is one of the basic business process or task for any company which provides any services or sells any product to end users. It is almost impossible to run business or any utility service without getting some complaints by its users. On a lighter note, even a perfect product like human makes few [...]
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