TELEMARKETING New Age Technology Turns Telemarketers into Tech
"IVR is the voice message callers hear when they initially contact our center. It tells the caller which number to press to get the information they are looking for," Aloisio says. Acting as a screening device, IVR allows more qualified calls to come through to the center, while diverting other calls to their appropriate location. "This results in increased responses and makes for greater efficiency in our center," Aloisio says. "It also brings down billing for our clients since reps are not spending unnecessary phone time with a customer they cannot directly assist."
With a CTI link on inbound calls, Aloisio explains that the computer reads the dialed number and activates the correct order entry form to instantly appear on the telemarketer's screen. "By the time the call is routed to an available operator, that rep will be able to see what the customer is calling for and can then handle it appropriately and efficiently," he says.
To ensure the quality of service, TTC also has incorporated monitoring systems through which it can record conversations to be sent to clients digitally through e-mail. "The calls are monitored and recorded to detect a rep's strengths and weaknesses in call handling," Aloisio says. "In addition, recorded conversations can be sent to clients for further quality assurance or for specific inquiries regarding their business."
Total Response, Indianapolis, IL, also uses IVR to better service its clients, including providing member authorizations for EyeMed Vision Care, a national provider of vision health coverage with a four million member network. To handle the overload, Jodonna Hunter, director of marketing, says that steps were taken to add online vision benefit authorization for EyeMed, allowing providers access to pertinent information via the company's Web site.
Through IVR, providers are prompted to enter the required information for authorizations through their phone keypad. Providers without complete information are routed to Total Response where call center representatives are on hand to answer questions and determine vision authorization coverage benefits. "Total Response was able to do this by connecting the Total Response and EyeMed networks via a 56k leased line allowing agents for both companies access to real-time data," Hunter explains.