One of the important advantages that call centres provide to the business enterprises is cost-effectiveness. Though, call centres also need to manage their costs within themselves. At this point, IVR services stand out with their being efficient and low cost.

Call centres trend to more critical values like customer satisfaction, first call resolution and customer loyalty in long term while they target to route incoming calls to a solution rapidly in short term. These hard-to-measure values are pertinent with provision of the required solution as well as the presentation of this solution. Therefore, the human factor, that forms the biggest cost line, at the same time forms the most important value of a call centre.

Protection of quality is paramount when transferring such a critically important value into automation. Unfortunately the quality of service might not be taken into consideration while routine processes are performed on an IVR, without requiring any manpower, and the statistics seen as “quantity of automated processes” in short term returns as “customer dissatisfaction” in long term.

At the present, it is possible to add new process options to automation either to increase the efficiency of DTMF IVR systems or adding relatively very new speech recognition based technologies into operation.

Stramax, with vast experience and competent Solution Partners, provides consultancy on effective usage of IVR systems, employment of new technologies to increase automation level, elevating the quality of automation above the quality of manpower and implementation of these.

In brief, Stramax presents unprecedented customer experience, quality and economy to call centres.

Murat Ömür
CEO