Outbound voice broadcasting IVR

Few days back a client from Philippines approached me with a very common problem regarding his outbound call centre. He was into providing insurance cover to the EU customers. But his agents were not having a local accent because of which the EU customers would take a lot of time to understand their intent of calling. Thus the conversion rate was very low.

So he came up with this idea where he would play a local accent pre recorded IVR for his customers so that they could follow it. Later after the initial introduction the call would get diverted to the agent. Then onwards the agent would talk to the customers only when required and would navigate them through related set of questions played one by one as pre-recorded messages through the IVR. The agent would remain a part of the three way conference. In case the customer needed help the agent would just pick up from there and help him choose the options correctly.

Due to this, the agent intervention has decreased, the problem of accent has been fixed and the business has geared up. As the whole business for call centres depends upon the quality of interaction between the two parties the IVRs have taken a very important place here.

The Call Back Plug-in for websites and Blogs

There has been such a wide-spread rage of the social media, weblogs and networking sites these days which are being used along with the company's own website for marketing the products. Hundreds of people get clustered around a product but it is not always necessary that they will get converted into leads and further into your customers.

This happens because there is a lack of instant contact between the company and the visitor. Either the visitor has to call, or send an E-mail or fill a lengthy form to retrieve the contact details. For a company it is not possible to always be in direct touch with the visitors. But this “Call Back Plug-in” that we have specially created would drive away all such difficulties.

This plug-in would ask an interested visitor to enter his contact number so that the company calls him back immediately and thus the visitor can get to know more about the company as well as its services. This will not only help the company to grab new opportunities but also help in converting them into their customers. It can be embedded in the blogs** or websites. Now coming to the most interesting part, as soon as the person enters his number the company's phone will directly call him. There is no need of manual dialing. Thus all the delay is by-passed and the “call back” gives the customer the feeling that he matters to the company. With this Plug-in a company is just a Missed Call away it seems.

**The plug-in version is available for WordPress and Websites. Mail us your requirements at mktg@bicserver.com