No matter what kind of process is run by a call center operator – be it inbound or outbound, tech support or telemarketing – IVR has a special place in all of these operations. Technically speaking, IVR is a tech solution that lets a computer communicate with humans via voice and DTMF (Dual-Tone Multi-Frequency) tones generated by a keypad. But, it is much more than that, as without it the whole call center operation can go haywire. Although it is possible to get your hands on generic IVR solutions, they do not do justice to the brand image of a company. Hence, it is advised that you should utilize IT outsourcing services for IVR solutions.
Designing and Implementing IVR
Many IT outsourcing services boast about their IVR designing capabilities, however, not all are capable of coming up with quality IVR solutions that will hold real value for your business. Hence, it is best to go with an IVR partner that follows a systems approach. For best results, an IVR development process should start with consulting, in which, the IVR project needs to be clearly defined. In this phase, analysis needs to be done to determine how the automated IVR solution can benefit your company.
After analysis, design and development of the IVR application need to be carried out. A good outsourcing company will research on the requirements of the client and develop an IVR solution that meets all your requirements. This phase is sometimes more important than the actual programming stage as it defines how the IVR solution will work.
Once development is done; the actual coding part needs to be completed. A good IVR programming vendor will most likely have high level IVR programming tools that will expedite the process of IVR programming. After programming, testing needs to be done to find out the bugs in the IVR solution. Once testing is done, the IVR should be used in real-life cases and the results should be monitored to understand its impact on the business.
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