The art of service revolves around availability, tailored solutions, and taking ownership of a customer's needs. However, the most important factor is availability since all other aspects hinge on this parameter. IVR testing can help you take 100% ownership and provide the customer service every successful business is looking to achieve. In the Financial Industry, for example, 24/7 availability is an absolute must, and this level of operation would not be possible without using an IVR system. … [Read more...]
IVR Monitoring: It’s Not All Created Equal
While use of IVR monitoring has been on the rise, there are many misconceptions about this service and what it can do which may lead companies to limit its potential. What’s more, IVRs are getting more complex with time, and while you may think you have IVR monitoring, you may, in fact, have server-level monitoring. Discover the many ways IVR monitoring is misunderstood down below. Misconceptions About Monitoring If you are currently using IVR monitoring in your business, can you control and … [Read more...]
IVR Load Testing Helps Prepare for a Busy Season
For companies that don’t have the time or the resources to prepare for an upcoming busy season, it can be challenging to manage all those demands without external help. Fortunately, at TelcoAlert we’re dedicated to helping companies identify, fix, and predict production outages from occurring when they most need reliability – such as peak business hours – with our IVR load testing solution. For one company, WageWorks, such was the case. They were in need of IVR load testing services to save … [Read more...]
What Businesses Need to Know About IVR Testing
The interactive voice response (IVR) system is a necessary tool, and some would even consider it indispensable. It's the tool that, when used correctly, reduces the call load on your professional, paid agents, handles simple problems at all hours of the day and night, opens up the possibility of true omnichannel capability, and more. Of course, though, it has to be working properly. This is where IVR testing can be useful, but IVR testing itself isn't as simple as some may expect. What is IVR … [Read more...]
What Is IVR Monitoring, and Why Aren’t You Using it Yet?
The interactive voice response (IVR) system has brought with it a lot of new possibilities for us to consider. It's freed our contact center agents from having to waste time with the simplest questions from customers, the kinds of questions that a reasonably alert Google user could answer most of the time. It's allowed us to put talented, skilled agents to work solving complex problems instead of telling people what the store hours are. Yet here, the IVR has room for improvement, and that's … [Read more...]