Telephone callers to retail outlets often ask the same questions?

Retail call statistics show that typically 50% of calls to retail outlets are repetitive requests for simple information, such as store trading hours, job vacancy details, product availability, or shop location. Often a further 25% of calls are staff or supplier calls.

The new Ultravox Retail IVR system from Storacall substantially reduces traffic to operators by intercepting customer calls with an announcement inviting them to use their telephone keypad or voice to select and listen to recorded information on regular queries.

Ultravox then queues the remaining calls to live operators or departments, informing the caller of queue position, and offering further options at busy times such as Christmas or Easter. Those callers who have a more complex question and need to speak to a live person can be given more time and a better service.

Staff and suppliers can also be greeted by their own IVR menu enabling them to select the department they require, whether it be for example general office, reception, staff restaurant or the personnel department, again avoiding the need to go via an operator.

The Ultravox system is easy to use and is easily understood by store customers. It will improve the speed and quality of store telephone answering and at the same time save many staff hours for more productive retail tasks than answering regular repetitive questions. With the number of hours saved by the system a substantial return on investment can be achieved.

More Details

For quotes and further information, please contact Sales on 01932 710710 or use the Enquiry Form.