Interactive voice response, commonly known as IVR, has become a constant in call center industry. 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.Continue reading
Have you ever gone through a situation where a beautiful music was being played while your call was being put on hold during the transfer process to the desired extension? You must be delighted to wait as the music must have been suiting your ears. The waiting becomes more enjoyable if you listen to your favorite song during the hold process. This Music On Hold process is a very pleasant way to engage the customer on hold without letting him/her to end the actual call. Music On Hold is a powerful marketing tools that build a professional image in front of your customers. This technique helps to entertain their callers when they are on hold by playing Music Backgrounds and Voice Messages of different kinds. In addition, it allows the caller to acquire some vital aspect about your business in manner that they were hardly aware before doing a call.
Customers and clients can establish an ethical relation, only when the communication process tends to be friendly and responsive. If a customer is waiting for a long period of time, it is very natural he/she would disconnect the call or start calling them gain after sometime. But, practically speaking, a customer will never revert if a direct ignorance is shown in the very first attempt. Therefore, to retain that customer, it is essential in your part to engage him through any process with some innovative mediums.
The requirement for a professional and entertaining approach to telephone messaging gradually entered a new phase and companies could not stop anymore to promote their services through the audio marketing programs. The playback of sensible business services acted like a tool that not only explains their services with a direct approach but also to make the customers feels that the business organization is taking interest for them.
But one important fact is that, “How do you select a special message or music theme that can attract a customer to hold for long?” The simple solution is by taking the copyright from the original labels and using it for your customers. This process is generally applicable with payment policies as per the rules and regulations notified by the Copyright Act. If you want to escape this situation, it is always advisable to make any jingle with a customized message that can be developed by any production house. This option is considered to be safe and you have the advantage of delivering the best promotional tips and suggestions as per your company requirements.
Music on hold creates company’s goodwill in a better way. Customers with a pleasant humor will always be connected to the organization and retain their relationship for a longer period of time. The music themes for your organization can be subscribed from numerous Internet libraries and can be changed regularly as per your choices. Therefore, it is finally recommended that the royalty of a music theme should be owned from a reputed music house which can subsequently engage the customer on hold without creating any annoyance with the customers. It is also a great support to the IVR technology with a complete assurance to keep customers quiet and informed.