Intelligent Voice MessagingContact centres also have the option to implement new technology, such as Intelligent Voice Messaging (IVM) or SMS Text Messaging. Intelligent Voice Messaging (IVM) allows contact centres to push messages out to customers, (e.g. informational messages, such as “your account is close to going overdrawn,” “your payment is due,” or “your tickets have been issued”). If IVM is utilised, contact centres should ensure regulatory compliance by gaining prior consent for these types of message contacts from their customers. SMS Text Messaging can be used both for inbound and outbound campaigns. Similar to IVM, SMS Text Messaging allows contact centres to push and receive messages. Web Chat enables immediate customer contact, with the benefits of increased website leads and conversions, reduced website abandonment, access to detailed reporting, and the ability to gain greater intelligence about your website traffic. The results of Web Chat have been proven to be 30% more productive than handling phone calls, and recent US studies have proven that Web Chat can reduce shopping cart abandonment by up to 20%. It is an ideal opportunity for contact centres to review their dialling strategies and techniques. This could relate to a number of areas, including pacing, telephony strategies, filtering, ‘no contact’ recycling, scripting, skill-set routing, and call-back management, to name but a few. Best practice strategies can increase agent productivity by up to 30% and also increase contact and list penetration rates. ContributorsSian Ciabattoni of Noble Systems |
