The Interactive Voice Response IVR system is an automated phone system that uses pre-recorded messages to greet callers and provides instructions that help route the caller to the required service or relevant department.
The IVR system can be designed to help the calling customers select a specific department based on their needs by offering a menu of department options by pressing prepared numbers.
These options can be phrased as:
IVR can be designed based on business requirements or departments and can handle customers’ frequently asked questions quickly, which can save time for both customers and businesses.
Call recording is the process of capturing and saving all audio conversations between agents and customers.
This feature is used to ensure quality assurance standards and continuous improvement in customer service delivery.
The call recording feature shows all call details and enables analysis of agent-side call recordings to monitor agent performance.
Call recording scoring is a systematic method for evaluating agent performance to ensure the best service delivery
Managers can analyze all call recordings to evaluate agent performance and ensure adherence to standards.
And for coaching and developmental purposes aimed at enhancing overall agent performance and achieving higher levels of customer satisfaction.
Call-forwarding is a feature that allows incoming calls to be redirected from one phone to another.
Time conditions play a crucial role in call management by handling calls based on specific time-related criteria. They allow calls to be forwarded according to distinct time patterns, ensuring flexibility and efficiency.
Call destinations can vary depending on when the call is received, such as during work hours, after work hours, or on holidays.
With time conditions, call center managers can optimize agent availability, streamline call routing processes, and maintain consistent service delivery.
