{"id":33687,"date":"2020-02-10T18:33:11","date_gmt":"2020-02-10T17:33:11","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-beneficis-dusar-un-ivr-en-un-call-center\/"},"modified":"2022-06-23T13:51:41","modified_gmt":"2022-06-23T13:51:41","slug":"6-beneficis-dusar-un-ivr-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-beneficis-dusar-un-ivr-en-un-call-center\/","title":{"rendered":"6 beneficis d\u2019usar un IVR en un call center"},"content":{"rendered":"

Al llarg dels anys, l\u2019IVR s\u2019ha convertit en una pe\u00e7a fonamental de tecnologia en molts centres d\u2019atenci\u00f3 al client. Segons una enquesta de TalkDesk, el seu \u00fas est\u00e0 creixent any rere any. De fet, l\u2019augment de les empreses que implementen sistemes IVR \u00e9s probable que sigui degut als molts beneficis que aporten a l\u2019experi\u00e8ncia del client dels contact center.<\/p>\n

Qu\u00e8 \u00e9s un IVR?<\/strong><\/h5>\n

Interactive Voice Response (IVR)<\/strong><\/a> \u00e9s un sistema de men\u00fa de telefonia que habilita el teclat de marcaci\u00f3 per a la identificaci\u00f3, segmentaci\u00f3 i enrutament de les persones que truquen, i transferir-les a l\u2019agent m\u00e9s apropiat dins de l\u2019equip. \u00c9s simple i efectiu, redueix significativament els costos i augmenta l\u2019efici\u00e8ncia dins de qualsevol empresa.<\/p>\n

Qu\u00e8 permeten els sistemes IVR?<\/strong><\/h5>\n
1) Configurar un missatge IVR personalitzat i avisos<\/strong><\/h5>\n

Els IVR permeten gravar salutacions, missatges i avisos personalitzats per a qu\u00e8 quan els usuaris truquin a l\u2019empresa, tinguin una experi\u00e8ncia m\u00e9s personalitzada.<\/p>\n

2) Usar missatges IVR pregravats<\/strong><\/h5>\n

Per a professionalitzar m\u00e9s el servei, l\u2019IVR aporta el valor afegit de la personalitzaci\u00f3. Aix\u00f2 pot incloure missatges pregravats, la integraci\u00f3 amb una base de dades externa pel seguiment de cada trucada, la capacitat de processar pagaments amb targeta de cr\u00e8dit, l\u2019enrutament segur de trucada en funci\u00f3 d\u2019horaris i l\u2019hora del dia, o la capacitat d\u2019emprar un marcador predictiu, entre d\u2019altres.<\/p>\n

3) Recopilar informaci\u00f3 sobre les persones que truquen<\/strong><\/h5>\n

Els IVR recopilen informaci\u00f3 sobre les necessitats de l\u2019usuari i transfereixen les trucades a l\u2019agent o departament m\u00e9s apropiat. Quan les trucades es dirigeixen a agents que usen aquesta tecnologia, la probabilitat que l\u2019usuari que truca es transfereixi a la persona o departament incorrecte es redueix significativament.<\/p>\n

4) Automatitzar l\u2019atenci\u00f3 al client<\/strong><\/h5>\n

Els IVR permeten als usuaris resoldre els seus propis problemes i obtenir la informaci\u00f3 que estan buscant sense parlar amb un agent. Es tracta d\u2019un servei al client automatitzat caracteritzat per la simplicitat i la facilitat d\u2019\u00fas.<\/p>\n

5) Donar prioritat a les trucades en funci\u00f3 del valor<\/strong><\/h5>\n

Els IVR permeten prioritzar les trucades. Quan un usuari truca, l\u2019IVR enrutar\u00e0 la trucada a l\u2019agent m\u00e9s qualificat per satisfer les seves necessitats. Si tots els agents estan ocupats, seran dirigits a l\u2019inici de la cua d\u2019espera. D\u2019aquesta manera, l\u2019equip del call center mai perdr\u00e0 un usuari degut a un mal servei al client o a un temps de resposta lent.<\/p>\n

6) Dirigir a la persona que truca a l\u2019agent o departament adequat<\/strong><\/h5>\n

Els IVR enrutaran a les persones que truquin al departament m\u00e9s apropiat o a l\u2019agent m\u00e9s qualificat per satisfer les seves necessitats i resoldre la seva consulta de la manera m\u00e9s efectiva.<\/p>\n

7) Prosperar amb grans volums de trucades<\/strong><\/h5>\n

Els sistemes IVR permeten als contact center gestionar f\u00e0cilment grans volums de trucades, donat que les persones que truquen s\u00f3n dirigides autom\u00e0ticament a l\u2019agent o departament que sigui m\u00e9s capa\u00e7 de satisfer les seves necessitats o esperaran en una cua quan tots els agents estiguin ocupats. Alguns sistemes IVR permeten a l\u2019usuari que truca l\u2019opci\u00f3 que un agent torni la seva trucada en lloc d\u2019esperar a que atenguin la seva trucada<\/strong>.<\/p>\n

8) Millorar la imatge d\u2019una empresa<\/strong><\/h5>\n

Les startups i les empreses m\u00e9s petites poden usar un IVR per fer que una organitzaci\u00f3 sembli m\u00e9s gran del que realment \u00e9s. Si nom\u00e9s hi ha unes poques persones a l\u2019empresa, es poden configurar avisos d\u2019IVR que permetin a les persones que truquen parlar amb vendes, m\u00e0rqueting, suport t\u00e8cnic, entre d\u2019altres. Independentment de quin departament esculli la persona que truca, s\u2019enrutaran a l\u2019agent de l\u2019equip assignat per respondre totes les trucades. Amb un IVR, els usuaris quedaran impressionats amb la professionalitat de l\u2019empresa.<\/p>\n

En un escenari t\u00edpic d\u2019una empresa que utilitza un IVR, l\u2019IVR rep primer a la persona que truca. Despr\u00e9s de la salutaci\u00f3, se li demana que esculli entre una s\u00e8rie d\u2019indicacions (per exemple, \u201cPressioni 1 per a Vendes\u201d). Segons el bot\u00f3 pressionat, l\u2019usuari que truca s\u2019enruta a l\u2019agent o departament m\u00e9s apropiat.<\/p>\n

6 beneficis d\u2019usar un IVR en un call center<\/strong><\/h5>\n
1) Augmentar la resoluci\u00f3 en el primer contacte<\/strong><\/h5>\n

Un IVR augmenta significativament la resoluci\u00f3 en el primer contacte perqu\u00e8 les persones que truquen sempre s\u00f3n dirigides a l\u2019agent que \u00e9s m\u00e9s capa\u00e7 de satisfer les seves necessitats o al departament m\u00e9s apropiat<\/strong>. L\u2019agent que rep la trucada estar\u00e0 m\u00e9s qualificat per respondre la pregunta de la persona que truca i ser\u00e0 menys probable que transfereixi la trucada a un altre agent o departament.<\/p>\n

2) Incrementar l\u2019efici\u00e8ncia del servei al client<\/strong><\/h5>\n

Els agents que treballen en una empresa que empra un IVR s\u00f3n m\u00e9s competents per resoldre problemes espec\u00edfics i satisfer les necessitats espec\u00edfiques dels usuaris que se\u2019ls hi assignen. El resultat \u00e9s un augment en l\u2019efici\u00e8ncia del servei al client<\/strong>.<\/p>\n

3) Multiplicar l\u2019efici\u00e8ncia de l\u2019agent i l\u2019empresa<\/strong><\/h5>\n

Els agents que treballen en una empresa amb un IVR s\u00f3n m\u00e9s h\u00e0bils per abordar problemes espec\u00edfics<\/strong>, tenen menys probabilitats de consultar amb col\u00b7legues o un supervisor i tamb\u00e9 tenen menys possibilitats de transferir la trucada a un altre company. Aix\u00f2 d\u00f3na com a resultat un increment significatiu en l\u2019efici\u00e8ncia de l\u2019agent i la companyia.<\/p>\n

4) Reduir els costos operatius<\/strong><\/h5>\n

Els sistemes IVR substitueixen a un recepcionista que respon les trucades i dirigeix les trucades als agents adequats. Tamb\u00e9 s\u00f3n molt assequibles, augmenten l\u2019efici\u00e8ncia i redueixen els costos operatius, pel que el ROI \u00e9s enorme<\/strong>.<\/p>\n

5) Desenvolupar la professionalitat<\/strong><\/h5>\n

Es pot usar un sistema IVR per saludar als usuaris d\u2019una manera molt professional i fer que sembli que t\u00e9 m\u00e9s departaments i empleats dels quals realment t\u00e9.<\/p>\n

6) Augmentar la satisfacci\u00f3 del client<\/strong><\/h5>\n

Quan un IVR \u00e9s f\u00e0cil d\u2019usar i confiable, els usuaris mai seran enviats al departament equivocat o a un agent que no pugui resoldre els seus problemes<\/strong>.<\/p>\n

En conclusi\u00f3, els beneficis d\u2019usar un IVR s\u00f3n clars i els costos associats s\u00f3n relativament baixos. Per tant, \u00e9s una bona inversi\u00f3 que proporciona un bon ROI.<\/p>\n","protected":false},"excerpt":{"rendered":"

Al llarg dels anys, l\u2019IVR s\u2019ha convertit en una pe\u00e7a fonamental de tecnologia en molts centres d\u2019atenci\u00f3 al client. Segons una enquesta de TalkDesk, el seu \u00fas est\u00e0 creixent any rere any. De fet, l\u2019augment de les empreses que implementen sistemes IVR \u00e9s probable que sigui degut als molts beneficis que aporten a l\u2019experi\u00e8ncia del… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33688,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[],"class_list":["post-33687","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente"],"acf":[],"yoast_head":"\n6 beneficis d\u2019usar un IVR en un call center - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/6-beneficios-de-usar-un-ivr-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 beneficis d\u2019usar un IVR en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Al llarg dels anys, l\u2019IVR s\u2019ha convertit en una pe\u00e7a fonamental de tecnologia en molts centres d\u2019atenci\u00f3 al client. Segons una enquesta de TalkDesk, el seu \u00fas est\u00e0 creixent any rere any. De fet, l\u2019augment de les empreses que implementen sistemes IVR \u00e9s probable que sigui degut als molts beneficis que aporten a l\u2019experi\u00e8ncia del... 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