Generally, the companies plan to outsource the call center process to decrease the hassle and control the cost. But the process is not limited to these two benefits. Actually, it can be a highly profitable decision for a company as multiple factors are associated to it.
The processes outsourced to a call center include customer support, telemarketing, appointment scheduling and order taking to name a few. Telemarketing and lead generation directly help in generating profits for the company.
It does not require rocket science to understand that customers play the major role in driving the business. Therefore, every firm works extremely hard to improve customer support process as per the needs of the customers.
But companies often get confused if outsourcing is the right decision when it comes to customer support and other call center processes. You can actually analyze some signals and scenarios related to business in order to clear your doubts related to outsourcing of these processes.
Operating customer service in present scenario without interactive Voice Response (IVR) is the most amateur decision a growing company can take. Even a research by JD Power & Associates reported that IVR constitutes 27 percent of total call experience. Therefore, it is essential for every firm to implement this inevitable technology in the customer care process as it comes with multiple benefits.
Let’s first go through techniques that must be implemented by call center firms to optimize the IVR system.