VALUES “It’s easier to fight for one’s principles than to live up to them.”
QCSS utilizes software that provides a powerful script-enabling tool that incorporates a point-and-click IVR with call flow design functionality. Our state of the art software also contains a Voice Mail application that allows customers to leave a recorded message during long queue times or after hours. The Voice Mail application can also be used as personal mail for agents and supervisors.
IVR uses touch tone and voice commands to: (1) Route calls with the ACD (Automated Call Distribution) (2) Provide information to the caller (3) Collect information (4) Perform processes such as providing an account balance.
Our IVR Self Service Application provides:
Dynamic call routing: skills, priority, and service level
Point and click interface with custom scripting capabilities
Access to Microsoft SQL Databases
Automated attendant, information retrieval and update
Touch tone control
Played messages: greetings, advertising, text-to-speech, speech recognition
Self service systems support large volumes of contacts without requiring costly workforce resources and provide:
Timely, automated resolution of customer inquiries
Data and information organization and consolidation
Automation of complex processes
24/7 Operational hours without increasing staff
Customized call flow scripting to eliminate repetitive and costly tasks from the agent agenda
Low-cost multilingual call center customer support
Voice mail, message delivery and fax on demand
Outbound contact efficiency without agent resources
Contact us today and find out more about our full spectrum of inbound client engagement and outbound services.
A Closer Look
Inbound self-service allows callers to interact with the organization during and after hours typically without the need of an agent. The growth of inbound IVR is being driven by increased phone volumes, the need for faster, more efficient service, and cost savings
Outbound IVR messaging allows the person called to answer questions, take surveys and more without an agent resource. Outbound IVR facilitates a range of markets including collections, telesales & lead generation, market research, alerts, group & community communications
The QCSS IVR application allows callers to interact with critical data in various databases. The IVR system can also gather caller information such as product orders, credit card information, and market surveys, as well as provide account or product information.