The Interactive Voice Response answering service, as we know it, is changing track. We have all been victims to the cumbersome ways of the IVR phone answering. It gives the callers a wide range of options, but the whole time-consuming factor looms large on the head. Most callers complain that many of these options have nothing to do with the problem that they are calling for.
The call center wastes a significant amount of resources, too. So the BPO planners have hit upon something new and innovative to make IVR telephone answering a better experience. Let’s find out how!
The call center deploys agents to listen on the IVR answering service calls passively. The inbound call center agents here do not give a voice response. They just listen in and direct the callers with choices that they need, instead of leaving them to hunt for the choices. It makes the whole recorded phone answering problem sorted out. The callers can get to talk to a human voice as well, if they so desire.
Though this telephone answering process is in the experimentation stage, it is already creating ruffles in the BPO sector. The simplicity of the operation makes it a sure winner! As a security measure, the same inbound call center agent will not be going through your entire call. The person, who listens to your phone number, doesn’t get to listen to your social security number.
