The answering service team at Fusion BPO Services is trying out something new and different. We are hoping to fuse the interactive voice response system with the manual phone answering system that we have. This is being done to make the inbound call center experience a better one for the callers. Our aim is to incorporate the best of both the worlds in our call center services. While the IVR is convenient for customers looking for specifically something in particular, the manual BPO service of answering calls helps the customers in explaining what they didn’t understand or clarifying some of the features and offers that they are not getting clearly.

In fusing the two, we want to cut down on the aspect of passing the buck in answering service. We want the customers to use the recorded phone answering service when they want to get to the information quickly. A call center agent will be following the caller’s inputs. The agent will help the caller get to what they are looking for without going live. That way the caller gets to their desired information without having to speak to anyone at the inbound call center team. If they wish to do so, they can avail that option at any time during the call.