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.