SigmaWay Blog

Nowadays, business challenges across industries are same due to increasing commonality. Some of these challenges are customer satisfaction, market insight, cost reduction and supply chain efficiency. A solution to one of these problems in an industry can be applied to clients facing similar issue in another industry. This cross pollination can happen internally also between teams and departments. For prediction of the customer behavior we use analytical models by which we can give out the right message at the right time. These models can be used across industries to solve analytical problems because customers are often similar only and face same challenges. Read more here: http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/1000/Default.aspx

Handling phone calls to serve your customers is definitely important for your company. But, have you ever calculated how much it costs you? A research by ContactBabel, shows that for making a live agent call, it costs you £ 3.87 in average!

Interactive Voice Response (IVR) can be effective in reducing this cost. According to the report, it can bring down your operational costs by 6 times. Also, with increasing usage of smartphones, a new type of IVR menus can be provided known as Visual IVR, where a caller can navigate a visual IVR menu between 4 and 5 times faster than a traditional audio IVR menu. The direct impact will be enhanced customer experience.

Read at http://www.callcentrehelper.com/ivr-self-service-costs-6-times-less-than-a-phone-call-59403.htm for more research findings on how IVR can help you reducing your costs.