Dochase: Robo-Call and IVR Feature
Robocalls or VoiceSMS are phone calls with prerecorded messages. Dochase Robocalls uses personalized audio messages to simulate an actual personal phone call. Robocalls are often associated with political and telemarketing phone campaigns, but can also be used for public-service or emergency announcements.
With the Dochase Robocall feature, you can send voice calls to numerous people at once without having to call each person; you simply record your conversation, Upload the conversation to our platform, input your recipients and send to all. After sending each of your recipients will receive a call from your registered phone number (changeable) of the conversation you recorded as though you are calling each of the recipients from your telephone
Interactive Voice Response(IVR)
Interactive Voice Response (IVR) is an automated telephony system(electronic transmission of voice) that interacts with callers, gathers information and routes calls to the appropriate recipients. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides the appropriate responses in the form of voice, fax, callback, email, and other contact methods.
An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data, and potentially, the ability to record voice input for later use. Using computer telephony integration (CTI), IVR systems can hand off a call to a human being who can view data related to the caller on a display.
IVR systems also use dual-tone multi-frequency (DTMF) signals as a line of communication between a phone and a computer. The computer uses a telephony board or card to understand DTMF signals.
Some of the Advantages of Using the IVR System
- Increase first contact resolution
IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
- Increase customer service efficiency
Agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting the specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.
- Reduce operational costs
IVR systems are very affordable, will increase efficiency, and will reduce operational costs, so the ROI is huge.
- Increase professionalism
You can use an IVR system to greet your customers in a very professional manner and to make it appear that you have more departments and employees than you actually have.
- Increase customer satisfaction
When your IVR is easy to use and reliable, customers will never be routed to the wrong department, or to an agent who cannot solve their problems.
Disadvantages of IVR System
- Too many options –Many companies allot and put in way too many menu levels and choices of options that make it easy for the caller to get lost. There are certain callers who get frustrated and end up pressing any number or simply hang-up without getting a solution to their issue. So, the best way to resolve this would be to keep the options limited and simple.
- Poor management – At times people get misled due to the wait time that stretches on for quite some time. If the executives are busy, making it clear to the callers and giving them an option to contact alternatively via mail or web will be the better idea.
The benefits of using an IVR on Dochase Adx are clear and the associated costs are relatively low. It is therefore a sound investment with huge ROI. IVR system is therefore an effective tool of marketing. If the IVR technology is used effectively and in the right way, it can efficiently deliver a promising and flawless customer experience besides building a stronger base of organizational competence.