Friday, July 23, 2010
There are lots of call centers mushrooming in developing countries like the Philippines lately. Probably because labor is cheap, and Filipinos can speak English fairly well. I even have some friends who have put up a call center business of their own and have been very curious as to how it works.
Then I found out about IVR or Interactive Voice Response, which is used to partially or full automate incoming calls. Remember how you would sometimes call customer service for a mobile phone company or an online store and would like to make some inquiries? You usually hear an automatic response right? Then you get to push some buttons before you reach the right department. That's how IVR usually works. It makes things more efficient and allows a business or even an organization not to miss calls.
So if you are thinking of putting up your own Call Center Business, IVR is one of the things that you need to know. It eliminates the need for a receptionist and in turn helps reduce operating costs.