How Remote Access to IVR Applications Is Making Call Centre Technology More Cost Efficient

 By: Sarah Shore
It is understandable that a lay person might believe the latest call centre technology is only available at a hefty price. After all, for any business, proper investment in technology is not a cheap exercise. But because of the advances in internet technology and services, it is no longer necessary for all call centres to go to the expense of installing their own applications in-house.

The development of remote web services means that a call centre in New Dehli is able to provide the best possible IVR services to its callers by simply availing of applications that are actually housed in London, or New York, or Melbourne. This means that a range of speech recognition solutions are available to call centres that might not otherwise have been able to purchase independently. This, in turn, means that the costs passed on to callers are reduced dramatically.

Of course, this does not only benefit call centres, but individual companies that are small and medium in size that wish to provide an automated voice response service to customers, who may call seeking advice or information. In such cases, the time staff spend dealing with simple matters on the phone can be excessive. Availing of IVR capabilities remotely over the internet is a perfect solution to the problem.

The size of the global call centre sector is huge, with some centres dealing with thousands of calls every day. These centres must be fully equipped to meet the demands of the daily call flow, and because of their size, purchasing an IVR system and keeping it in-house makes good financial sense. However, for call centres dealing with a tenth of the number of calls, the financial reality makes remote access a far more viable option.

The key is the quality of internet service that a call centre has. Once the strength and reliability of the service as ascertained, which is something that should be already known by management, the service can be cleanly accessed.

Some of the other aspects that should be considered are the degree of reliance that would be placed on the service, with the percentage of calls to be dealt with directly by staff call agents and the percentage of calls that is expected to be routed. In essence, the call flow inbound and outbound and its demands on the system.

Also important is the need to look into what security measures may need to be taken, such as the encryption of certain data. This is because of the type of industry sectors that the call centre may be servicing, sectors where the protection of personal and financial data is paramount. These sectors include payment processing, legal services, telemarketing, and even travel agents.

Once these issues are dealt with, the service can be accessed and the savings can be enjoyed. The most obvious of them is the fact a reliable 24 hour call service can be offered to clients without having to suffer a large initial outlay, while the efficiency of a higher grade service means that handling costs can actually be reduced too.

Further savings are made by the fact that no extra staff needs to be hired to maintain the service; salary expenses are not adversely affected. And the need to have IT staff on hand specifically to deal with the IVR system is also removed, since any issue with the system that go beyond the area of general internet connection or bandwidth, will be dealt with by the service provider.

There are many advantages to opting to access ivr services remotely, and the evident success of such a policy ensures it stands up against scrutiny. Of course, the advantage with purchasing an ivr system completely is that a call centre can enjoy greater control over the system, manage the system more effectively and create custom built ivr solutions for individual clients, but the outlay involved in owning one can simply be too much.

The advances made in call centre technology in recent years has played a key role in making the industry more efficient, both in terms of the standard of service provided and the costs of providing them. And with ivr systems that can be fully integrated with internet tools and software, the most up to date speech recognition solutions are available remotely throughout the world.
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