Prepare your agents
If you manage a call center and find that your agents are often unprepared to answer incoming calls, you need to check Inbound IVR Software. Offered by a company called IAT and part of a larger package called Hosted IVR Solutions, this service prompts inbound callers to your call center to share some information about themselves before speaking to your representatives. They may be asked to give anything from an account number to their area or zip code, but it will enable your agents to more efficiently and effectively deal with each inbound call. IAT also offers Predictive Dialer. A Predictive Dialer can dramatically increase the time an agent spends on communication rather than waiting.
Leave a Reply