Posts tagged as:

human agent

Can outbound IVR replace predictive dialer ?

by Uttam Pegu on June 3, 2010

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 [...]

{ 10 comments }

Top 5 things people hate about IVR

by Uttam Pegu on March 9, 2010

Everyone involved in IVR industry may have heard reasons why normal users, customers ‘hate’ using IVR ( Interactive Voice Response) Systems. There are many reasons why people hate using IVR and how IVR could be made more user-friendly with good VUI design practices. I thought I would update top five things about IVR that people [...]

{ 3 comments }

Predictive Dialer and outbound IVR

by Uttam Pegu on July 4, 2009

Predictive dialer can be termed as smart auto-dialer. Auto dialer dial out telephone number and handover or transfer the call to human agent in a call center. Once the dialed number answers, the call agent or telemarketer starts speaking as per the outbound call center function. Now there can be many situations where the process [...]

{ 5 comments }

Top 5 Tips for effective use of IVRS in Call Center

by Uttam Pegu on March 22, 2009

IVRS is supposed to be force multiplier in the filed of customer service in a call center. But is your IVRS increasing customer satisfaction or has become an irritant to your caller ? Here are five Tips to make your IVRS a force multiplier in your call center. 1. CRM Integration You must integrate your [...]

{ 1 comment }