May 2009 - Strategies for Elite Customer Service

Vol 9 Number 5
May 2009

Verge proudly introduces the latest in Unified Communications, the Enterprise TOL Solution from Iwatsu Voice Networks

Click here to see an
on-line demonstration of how this technology can help your business.

Verge Network Solutions' Website
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	PhoneMatters Topics for Next 3 Months 1. June - Mobilize Your PBX 2. July - Tip for Leveraging the Home-Based Worker Model 3. August - How to Seamlessly Connect Multiple Offices

Interactive Voice Recognition for Small Business: Strategies for You to Deliver Fortune 500 Service

The latest interactive voice response (IVR) applications have the potential to drive higher customer loyalty and retention while actually becoming a profit center for your organization.

A quality IVR setup can empower the customer to find what they need quickly and get on with their day. And with more than 140 million cellular subscribers and more than 250 million residential and business access lines in the U.S, voice self-service is showing a strong potential for growth.

Add to this equation recent research conducted by Purdue University's Centre for Customer Driven Quality. This study shows that salaries account for approximately 60% of the costs in running a call center. This is cost that implementation of an IVR can avoid, creating a strong revenue argument in favor of the technology




			Rethinking IVR: How to Transform a Customer Service Necessity into a True Profit Center for Your Business. You may think of interactive voice response (IVR) as a simple necessity that larger companies provide to their customers-a cost center that is not nearly as important for a small-to-medium business such as yours. But the reality is that the latest IVR applications have the potential to drive higher customer loyalty and retention while actually becoming a profit center for your organization. >> more info




			Deploying IVR for Small Business IVR typically has to be customized for each individual business. Large corporate call centers tend to customize their own IVR, but this is cost prohibitive for the small-to-medium enterprise. The IT staff of a smaller business could go to their manufacturer of an IVR platform to be trained to deploy an IVR tailored to the needs of their business, but most IT employees are overburdened with other responsibilities. >> more info




			Reinventing IVR: Transforming Customer Service into a True Profit Center for Your Business Imagine calling a business and you are greeted with the prompt, "Good morning. Welcome to customer service. Please state your request." You respond, "Account Balance." The system recognizes your request and prompts, "Please provide your PIN Number." After providing the required information, you access your account balance immediately. >> more info

Verge Network Solutions, Inc.
12308 Hidden Forest Blvd. | Oklahoma City, OK 73142
Phone: 405.782.8400 | Toll Free: 877.782.8400 | Fax: 405.782.8410

6506 S. Lewis, Suite 180 | Tulsa, OK 74136
Phone: 918.384.5400 | Toll Free: 877.782.8400 | Fax: 918.392.4968