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| Author: | labraiz [ Tue Apr 25, 2006 4:54 pm ] |
| Post subject: | IVR |
can anybody tell me if anybody is using IVR for taking calls in their office & if its helped or hindered the capacity of work they take????? |
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| Author: | Tom Thumb [ Tue Apr 25, 2006 5:01 pm ] |
| Post subject: | |
I have to say that all the comments I have heard about it are extremely positive. |
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| Author: | bill_datamaster [ Tue Apr 25, 2006 5:24 pm ] |
| Post subject: | |
I'll second that. Anything that allows you to take more calls with the same or less staff is going to save the company money. The main problem though is one of costs and that's the killer, especially for the smaller company. Bill |
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| Author: | Guest [ Tue Apr 25, 2006 6:09 pm ] |
| Post subject: | Re: IVR |
labraiz wrote: can anybody tell me if anybody is using IVR for taking calls in their office & if its helped or hindered the capacity of work they take?????
we use it. i thought punters would hate it. they love it and i no nothing. 
some of the old dears get confused. but they will be dead soon. so concentrate on the young who love it. 
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| Author: | DAP [ Tue Apr 25, 2006 10:07 pm ] |
| Post subject: | |
Can you explain further please, what is IVR? Thanks |
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| Author: | Guest [ Tue Apr 25, 2006 10:28 pm ] |
| Post subject: | |
customers booking cars without speaking yto the operator. no pin numbers just straight through via the computer. 
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| Author: | bill_datamaster [ Tue Apr 25, 2006 10:32 pm ] |
| Post subject: | |
Dap Sorry. All too easy to forget not everyone understands the jargon. IVR is a method of taking bookings when the operator is busy or even I suppose without any operator at all. It's basically a computer connected to the phone system that talks back to the customer getting them to select from list of pickups. Hope that helps. Bill |
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| Author: | rambo [ Wed Apr 26, 2006 12:19 am ] |
| Post subject: | |
If you have IVR and someone books a cab through it, what happens if you haven't got a car in the area?. Does IVR tell them how long the car will be? What happens if the local scumbag book's one through IVR? I think I would much rather talk to the punter so I can get a feel for the job incase it's agg. Am i being old fashioned?
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| Author: | Guest [ Wed Apr 26, 2006 7:15 am ] |
| Post subject: | |
rambo wrote: If you have IVR and someone books a cab through it, what happens if you haven't got a car in the area?. Does IVR tell them how long the car will be?
not as far as im aware. they do have an option to speak to A person if they so wish. but as ivr is only open to customers who have used the firm before then usually customers know roughly how long they wait. the only problem is you dont get destinations. so a driver might run for a job going nowhere. or you dont know which way to point your car when you pick up. |
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| Author: | Guest [ Wed Apr 26, 2006 7:16 am ] |
| Post subject: | |
rambo wrote: What happens if the local scumbag book's one through IVR? I think I would much rather talk to the punter so I can get a feel for the job incase it's agg.
as far as i no. you can only use ivr if you are already on the database. so if you have any [edited by admin] you can take thgeir number out. |
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| Author: | bill_datamaster [ Wed Apr 26, 2006 8:28 am ] |
| Post subject: | |
Rambo It depends on several factors. If the customer wants a taxi asap and there are free cars in the area then they will be advised of the aproximate pickup time and the car to watch out for. If there are no free cars in the imediate area then they get a rounded estimated based on the current average pickup time for the area with an option to accept or reject. It's only doing what most operators would do. As for the scum bags, they just get told to ring another company and if you want to include the number they should ring then you can even do that. 
Bill |
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| Author: | labraiz [ Wed Apr 26, 2006 4:29 pm ] |
| Post subject: | |
Spoke to firm yesterday who have IVR they told me 35% of their calls last week wer taken by IVR which i thought was very impressive i think it wud be a great bonus considering how many members of staff throw sickies & u keep having to shuffle staff around on different shifts |
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| Author: | rambo [ Wed Apr 26, 2006 7:08 pm ] |
| Post subject: | |
Sound's interesting, anyone know a firm in london useing it? |
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| Author: | TDO [ Wed Apr 26, 2006 7:25 pm ] |
| Post subject: | |
So what does IVR stand for then - I assume it's 'something' Voice Recognition? |
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| Author: | TDO [ Wed Apr 26, 2006 7:25 pm ] |
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Intelligent Voice Recognition? |
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