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.
loading...
Author:
Artice Source: http://www.articlesphere.com

Related Articles in Communications


People interested in the above article are also interested in the related articles listed below:

Modern aircraft sensors play a critical role in the flight economy and safety of the aircraft, its passengers and the cargo it carries. The flow sensor is usually directly installed into pipe that carries the liquid for which the flow rate is being measured. There are several types of sensors used in modern aircraft.
There are many different forms of technologies we are probably already familiar with when it comes to telecommunication. Basically, telecommunications involves the sending and receiving of information, which can range across a variety of technology such as radio, television, the internet, or even the lowly landlines that connect people's homes and offices. However due to the geological features of the Earth, as well as the limitations of the technology themselves, terrestrial-based telecommunications will always leave most of us wanting for more.
Today, more than any other time in history, is the best time to create and nurture social and personal relationships with the help of the advances in technology. Getting in touch with a family member or a friend is very easy especially during these times. It is quicker, easier, and more convenient. Innovations in communication, particularly the development of wireless services, have allowed people to reach out to virtually anyone wherever they are on the planet. The great thing about wireless services is that they make it possible to talk to someone very clearly, as if they are just next door.

More in Communications

Excellent, Larry. Thank you for taking the new article directory technology and making it work to the max. I encourage everyone to keep contributing and contributing regularly. I can attest to the fact that this site is already a strong directory in a field of many. Kudos to Larry!

Matthew C. Keegan
The Article Writer

 

I find it a delight to use both as an author and a publisher. It is full of nice little surprises that make the whole process of writing, reading and publishing articles a complete delight. This is one that comes out tops and beats the rest hands down.

Eric Garner
Managing Director
ManageTrainLearn

 

I did a Google search and came across your site. It was exactly what I was looking for and was elated to find such a broad range of articles. As I am launching a free magazine in a small town in Florida, I wanted to be as resourceful as possible while still being able to provide some content that is interesting and well written. Your site has all the variables in the mix. Excellent Site hitting all the notes in the scale sort of speak.

Mo Montana
Florida, USA

Article Topics

 
Copyright © 2005 - by Larry Lim, Singapore - Article Search Engine Directory at ArticleSphere.com™
All Rights Reserved Worldwide. All Trademarks and Servicemarks are the property of the respective owners.
ArabicBulgarianCatalanChinese (Simplified)Chinese (Traditional)CzechDanishDutchEnglishEstonianFinnishFrenchGermanGreekHaitian CreoleHebrewHindiHungarianIndonesianItalianJapaneseKoreanLatvianLithuanianNorwegianPersianPolishPortugueseRomanianRussianSlovakSlovenianSpanishSwedishThaiTurkishUkranianVietnamese