Getting it right first time. How you can reduce call handling times without compromising on service.
Security vs service: do you have to choose?
When you’re running a call center, it can be a challenge to balance customer service and security while still handling calls effectively and efficiently. When it comes to taking payments over the phone, you need to be particularly careful. For example, you know that IVRs are secure, but they can also be a significant cause of frustration. A mis-keyed number, for example, can be difficult to correct by a customer using an automated system. With nobody on the end of the line to provide support they are far more likely to simply end the call, leaving you with a lost sale and possibly a lost customer.