Undoubtedly, there is a use for Interactive Voice Response (IVR) in your warehouse distribution center; particularly if you have high call volume and would like to extend the service provided to your customers. An IVR integrates well with Computer Telephony Integration (CTI) systems, which uses caller identification or passwords to extract information from the customer.
IVR allows you to service customers by providing an extension to your call center. An automatic attendant detects your answer via voice or keypad entry thereby processing the pre-recorded voice commands by answering your questions, providing services such as purchases, payments, or directing the customer to the appropriate agent for further service. Responses can be in the form of voice commands, fax, callback, or call center forwarding.
This additional service can be an added benefit to your organization if it is constructed well to provide additional customer service to your client rather than put them in voice mail hell. The system should not be complicated to use, needs to be customer centric, and flexible enough for individuals that have an accent to use. The repercussion of a poorly designed system causes your customers a great deal of frustration, which ultimately results in loss of customer satisfaction and business.
If you are interested in acquiring an IVR or CTI system for your warehouse distribution center, contact various warehouse companies that specialize within your industry and ask for recommendations for vendors, information about customer satisfaction, as well as effectiveness. Research several vendors and consider the industries in which the system provider has provided service in the past.
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