One of the advantages of automated response systems (ARSs) is that they enable the handling of large volumes of calls in a timely manner Beres,2012). With enough ports, ARSs can keep customers from having to deal with busy signals. They also enable customers to obtain recorded information without further assistance and they enable customers to directly contact the department that handles their concern without their call having to get passed on so many times. On the part of the business, it can lower the company’s operating costs as ARSs reduce the number of staff needed. Moreover, ARSs are available to respond to customer calls 24/7 and they can also be used to gather data about the ARS’ and call center staff’s effectiveness at responding to customer calls. In addition, they can make the call center agents’ work lighter as the customers may already get the information they need from the ARS’s recorded messages and because the ARS helps ensure that the customers’ calls are routed to the right department
On the other hand, the main disadvantage of ARSs is that most customers prefer to talk to a person than to a machine (Roos, 2012) and often get frustrated that they don’t quickly get connected to a call center agent. In addition, the menus are too long, which customers have a difficult time remembering. ARSs may also be providing customers with a lot of information that they probably don’t even need. Moreover, the voice prompts may be difficult to understand. As such, ARSs can cause frustration on the part of the customers. Aside from the possible delays in reaching a call center agent, some customers may get confused as to which menu options would lead them to a live call center agent. In turn, this can lead to customer dissatisfaction.
As an alternative, support via instant messaging may be considered. Customers may find this less frustrating as they won’t have to choose from many options. Since they’re also online, it can be assumed that they can do other things to keep busy while waiting for a support agent to respond to their instant message. However, this still ensures that the customer gets a timely response.
References
Beres, T. (2012, April 23). Interactive voice response systems. Retrieved from
http://www.howto.gov/contact-centers/technologies/interactive-voice-response-systems.
Roos, D. (2012). How interactive voice response (IVR) works. Retrieved from
http://electronics.howstuffworks.com/interactive-voice-response4.htm.
