Archive for June, 2015

IVR system’s menu development is an important task – Part 2

Posted on: June 18th, 2015 by vcc_admin No Comments

The most useful technology in customer care centre is the Interactive Voice Response – IVR. When poorly designed this technology is also the most criticised one.

IVR system’s menu development is an important task - Part 2

 

From the customers simplified point of view: IVR is an automated system, controlled by telephone keypads, and provides answers to their questions, and if needed it connects a live operator. From the company’s point of view: with this computer-based system, the business can provide information or solve customer problems without the need for a live operator.

IVR technology has many advantages

IVR is used with success in many fields: bill payment, reservations, ticket ordering, providing basic information regarding different services, changing agreements, market research.

Customers don’t necessarily like these automated services, mostly because they dislike the idea of communicating with a machine. But a thorough investigation always finds that the criticised IVR’s were set up and are being run unprofessionally. A well-designed system presents obvious advantages both for the company, and its customers. From the company’s point of view: customer care capacity is increased by several orders of magnitude compared to the live operator model. The system’s operation cost is much lower than a traditional system’s. Customers can appreciate comfort – they can solve their problems from their home -, speed and cost savings (there is no need to travel somewhere, so they can save time and money).

User-friendly IVR menu – Part 3
History of IVR – Interactive Voice Response – Part 1

History of IVR – Interactive Voice Response – Part 1

Posted on: June 12th, 2015 by vcc_admin No Comments

IVR technology is based on the dual-tone multi-frequency technology developed in the 1960’s by Bell System.

History of IVR technology - Interactive Voice Response - Part 1

The dial mode based on tones allowed the development of phones with a keypad. These keys could be used for other tasks than dialing – the earlier pulse technology allowing only dialing. In the 1970s, IVR technology started to develop, but the first systems were rather complicated and expensive. In the 1980s, thanks to hardware development IVR technology became affordable for more companies. But the most significant leap, which defines today’s IVR tools came from computer telephony integration, where all customer communication related data and voice are integrated into one platform.

User-friendly IVR menu – Part 3
IVR system’s menu development is an important task – Part 2

VCC is an official telecommunication service provider in Poland

Posted on: June 4th, 2015 by vcc_admin No Comments

Virtual Call Center is present in 32 countries with its contact centre solution. VCC also provides telecommunication services, which are available in more than 150 countries.

VCC is an official telecommunication service provider in Poland

To support this activity, Virtual Call Center became a registered, local (direct) telecommunication service provider in Poland since June, 2015, after Germany.

– We climbed a new step in our strategy when we became an official telecommunication company in Poland – emphasised Attila Szűcs, VCC carrier manager.

This business development ensures that Virtual Call Center provides telecommunication service to its customers in concordance to the local legal framework. As a local service provider, VCC guarantees the accustomed high quality of its service and outstanding business continuity. With this milestone carrying existing phone numbers became even easier for Virtual Call Center’s partners, active on Polish market.

– We have reached the goal that satisfies the high needs of our customers, and thus we reached a perfect win-win position for each side. It’s a real pleasure for me that this result was achieved with the help of outstanding teamwork, that is a trademark of Virtual Call Center’s daily operations – Attila Szűcs concluded.