IVR Archives

Scheduling Software for Business with Outbound Calls and Reminder Apps

Customer Service, IVR, Payments / By James Cox

Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders and scheduling, increasingly, this form of customer outreach is now being handled by outbound IVR systems. According to Forrester, live agents can cost up …

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IVR and CCPA: Easy Access to Digital Privacy Management

IVR / By Jason Myers

The California Consumer Privacy Act Data privacy and security is an ever-present concern in our increasingly digital lives. Recently, the state of California took legislative measures to ensure that consumers have greater control over their data by passing the California Consumer Privacy Act (CCPA), which goes into effect on January 1, 2020. Naturally, this begs …

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How Your Business Can Hit the 90/10 Rule for Call Automation

Business, Call Center, Call Flow, IVR / By PlumMarketing

Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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The Rx for Medical Administration Headaches: Proactive Outbound Notifications

IVR, Plum Fuse / By Jaime Bailey

It can be tough to reconcile the ideal of medical care with the operational realities of running a healthcare organization, not to mention your patients’ daily lives. Optimal care is defined as the right care, at the right time, in the right setting–but when it comes to patient engagement, it helps to take a page …

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Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

Call Flow, Customer Experience, IVR / By PlumMarketing

While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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How to Increase Your Payment Acceptance Rates by Phone

IVR, Payments / By PlumMarketing

An important part of the customer experience is the payment process. Of course, you want it to be fast and frictionless for your customers, regardless of the channel they choose. In the case of IVR phone payments, there are some simple strategies you can implement to increase efficiency and improve customer satisfaction. The Benefits of …

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Here’s Every Authentication Technique Possible for Modern IVRs

IVR / By PlumMarketing

We live in an age where a person’s entire life can be represented digitally. It could be argued that every minute of our days, no matter how trivial, can be accounted for by some digital process: The alarms that wake us, the clothes and gear we bought online, the coffee and bacon we got at the grocery …

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Why IVR Automation Allows for More Secure Phone Payments

IVR, Payments / By Jaime Bailey

Data security. Without it, and without your systems unerringly maintaining it, your business could fail for the simple reason that your customers expect data security above everything, even ease and convenience. Adding to the complexity is that health data must now be kept secure in addition to identifying data such as social security numbers and …

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IVR: The Key to Efficient Payment Processing

IVR, Payments / By PlumMarketing

Is the word “efficiency” so cliché these days that we’ve forgotten exactly what it means? The Oxford Dictionary defines it as the ratio of useful work performed to the total energy expended. The Business Dictionary switches out the concept of energy with resources expended, which should at minimum include the time taken, the effort made, …

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How You Can Complete Transaction Calls in 90 Seconds or Less

Artificial Intelligence, Call Center, IVR / By Jaime Bailey

Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone. …

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