TuVox Speech Central

Businesses ‘got religion’ during the ‘01 downturn and now care about their customers, according to this story by Pam Baker in CRMBuyer.

Missing in this otherwise interesting story on call center best practices is the importance the initial contact between the customer and the call center. The pointy end of the stick, as it were.

Too many companies see implementing a speech solution as an either/or affair. Shutting down a call center completely in favor of a speech solution (even one as good as ours) is almost never a good idea.

Using TuVox to augment a call center, cutting wait times, routing the call properly, and eliminating the need to speak to a call center agent in many cases…well, that’s a great way to add a TuVox speech solution into the call center mix.

Keeping your customers happy (and sticky) while saving money is not a bad way to ride out an economic downturn, yes?

I’d like to take this opportunity to blatantly promote our upcoming webcast called Take a Byte Out of Support Costs.

It’s a 15-minute case study of a TuVox customer that is in the hyper-competitive personal computer industry.

Register for the event here.

Here’s an excerpt:

While warranty callers waited on hold, non-warranty callers received free technical support.

Find out how TuVox On Demand saves this company hundreds of thousands of dollars each month with a simple-but-effective IVR-based warranty validation system.

Today, warranty callers get help fast, and non-warranty callers can choose a paid support option or web-based self-help.

I hope you’ll join us on January 28th!

Register here.

In grim economic times, the last thing a company can afford is to be serving-up poor customer service.  While this may seem like an obviousness to many –when business slows, why risk losing a customer ?– time after time companies cut costs in customer service, only to be shocked, shocked, when people buy elsewhere.

Yet call centers continue to close.  A quick scan of recent headlines shows a mixed bag of closures, relocations, and outsourcing.  And while some of these closures may be the result of shifting business needs (e.g., from catalog to on-line shopping), it’s probably fair to say that many customer service cutbacks are the result of simple shortsightedness.

At the same time, companies have an obligation to turn that penny over twice before spending: in an economic downturn, the customer may be king, but ROI is queen.  

TuVox On-Demand Speech applications offer companies the ability to  increase their ROI through a hosted IVR solution while simultaneously increasing the quality and speed of their customer’s call center experience. Saving money plus increasing service equals an ideal way to survive (and thrive) in a cloudy economy.

Thousands of unemployed Coloradans won’t receive their unemployment checks because they can’t get through to the call center, KWGN in Denver reports. One lady heard nothing but a busy signal for five-plus days.  The sound you hear is me repeatedly wacking my forehead with a telephone receiver as a result of reading this sorry tale of woe.

“We are just swamped with calls, more than we can take”…”many of the calls tying up the phone lines can be answered in the claimant handbook.” 

This is precisely the kind of problem that can be solved by one a TuVox speech solution.  The unemployed have enough problems in this economy without having to deal with this kind of nonsense.

TuVox can help solve Colorado’s problem, and we put our money where our mouth is with our Guaranteed Success Program.  We’d have one of our implementation team members call them, but their line’s busy.

And so it goes…