Running a business is a difficult job already but handling customer care calls is harder than it seems. Calls are hard to handle especially when there is huge traffic on communication lines. Clients may get annoyed when their calls are not answered. It may result in bad reviews and poor ratings in public. The customer’s opinion matters the most when running a business. To solve such issues, technology such as virtual PBX and IVR is used. The terms refer to a virtual phone setup that reduces traffic of phone lines providing better communication.
What is virtual PBX and IVR?
Though both the methods involve virtual phone systems, they aren’t the same.
Virtual PBX: It refers to the application of a virtual phone system that allows the user to contact his client through a virtual phone number. Virtual as we know means non-existent or unreal. This system helps the users make phone calls without a phone line from an agency. The calls can be made with an internet connection and mobile signals won’t be needed. The system is widely useful when there are too many calls to be handled in huge masses. It also provides us with the flexibility of calls.
IVR: It is the abbreviation for interactive voice response. We usually find an automated robotic response when we dial up customer care services of a few high-end companies. That is the IVR system that enables us to interact with the company without necessarily talking to a human. Such systems are widely useful when registering complaints or acknowledging guidelines or requesting help. The software focuses on communicating through the keypad. Each number is designated to a given response that is recited by the automated response in any language requested.
Pros and cons of virtual systems:
We have always known that everything in this world has it’s light and dark side. These systems can be extremely beneficial for better and faster service. It is convenient for users as well as their clients. It keeps the traffic of calls in control. This may help businesses in cutting down staff to save budgets. These systems facilitate us to route the calls among one another with ease. Calls can be segmented without any issues. More importantly, we are more or less protected against bad reviews.
However, it doesn’t change the fact that the installation and purchase of this software are expensive compared to conventional cords. The systems may drag down the internet speed in the office, that may disrupt other valuable tasks. They can also cost us an expensive internet bill. The businesses might have to hire a few employees to support the technology. The software is high maintenance and often lags the devices. It is also a piece of cake for hackers to intercept the systems and hinder their data as they solely run on the internet.
Things to note:
The software can be purchased online. Though, it is mandatory to research well about the websites before purchasing to avoid fraud.