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IVR, also known as Interactive Voice Response, is on its way to being the future of telecommunications, and especially customer service. IVR is an advanced technological innovation which replaces a human agent with an “automated” one. IVR is a telephony technology in which one uses a touch-tone telephone to interact with a database to acquire information from or to enter data into the database. Basically, instead of calling up a company and speaking to a real live person, a customer can call up and speak to a machine and get virtually the same results. To the customer, there is barely any difference, but to the company there are many benefits. The amount of money that IVR technology can save a company is large enough to literally keep them in business. “Instead of having 50 or 60 customer service representatives dealing with inbound calls, we are able to reduce that to 2 or 3 with our IVR system,” says Nathan Torres, Vice President of Technical Support at Freedom TeleWork, a Florida based telecommunications solutions company. “That reduces expenses to a fraction of what it was,” says Torres. In recent years, IVR has become increasingly popular among credit card companies, banks, and other many other companies, primarily set up to cut costs. It’s also being used to gather information and conduct telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone. The results of IVR optimized calls are almost the same as those of live agents. “In many cases, the customers prefer to use IVR. They don’t like the wasted time of speaking to a person and having miscommunications and such things. With IVR, it’s that much easier to check your monthly bill and statement and get up-to-date account information than through a real life person,” says Mr. Torres. “The feedback we get from companies is that IVR has increased productivity throughout the company as a whole and has reduced costs and improved overall profits and gains. IVR really is a key element in playing the role of shaping up and bettering the telecommunications industry. Within the next few years, only a handful of companies won’t be using IVR,” says Torres. There are many other key innovative products that work with IVR such as: Voice Broadcasting, Predictive Dialing, Call Routing, Call Tracking, and others. These key components usually can be combined to create a Virtual Call Center or Hosted Call Center. |
- Up to a 400% increase in call connections using Predictive Dialing.
- Use Freedom Workforce to have random screenshots of your agent screens and keyboard and mouseclick monitoring.
- Agent home-based TeleWorker program keeps your operation fully staffed and on budget.
- Home worker real time productivity monitoring tools - record all calls as mp3 files, use Spy, Whisper and Barge-in models for training and supervision.
- Drastic long distance savings - Increase quality and amount of contacts while reducing your long-distance by 50-85% each month.
Freedom Telework Technology
A Virtual Call Center perfect for Web Retailers, Call Centers, Telemarketers, Customer Service, Outsourcers, Government Agencies, Telephone Companies, Political Campaigns, Collections, Debt Management, Mortgage Brokers, Airlines, Direct Sales Freedom TeleWork is perfect for any business, Not for Profit, or Government Agency who must communicate with customers, donors, or constituents. Whether the communication is via inbound or outbound phone contact or through Chat Agents proactively welcoming visitors to your site and selling product or services, answering questions or pushing content to visitors, Freedom TeleWork has the hosted call center solutions for you. Read More..
Predictive Dialing
This technology answers the problem of low contact rates when calling consumers.
By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%
Predictive dialing is the perfect technology to increase agent productivity by maximizing their “talk time”. It addresses the problems faced by TeleWorkers in handling outbound Telemarketing to consumers- low contact rates. Read More..
Voice Broadcasting
Voice Broadcaster allows you to run multiple campaigns simultaneously, each with its own call flow and dialing lists. Campaigns can then be modified, reused and compared to get you the results you want. You may start, stop, pause, speed-up or slow-down a campaign from within your Freedom TeleWork Administrator. Read More..