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Blog-ACD

Automatic Call Distribution (ACD) is an important feature in setting up a call center. It is responsible for managing queues and responsibly allocating all incoming calls to appropriate staff agents. If you are in the customer support area, you may have already heard of ACD. In fact, the most common question in any sales team is how is the working of ACD.

Automatic call divider is a type of call forwarding on preset factors. When a customer calls, IVR first gathers the customer’s information and intentions. It then directs the customer to an agent with the appropriate skills on the information gathered. Read More

Blog-IVR-Small-Business

IVR or Interactive Voice Response can be the ideal solution for many businesses. If your business calls for availability round the clock, the IVR can be the best replacement for a human voice receptionist. A small business often does not have the budget for 24-hours active customer support. 

Also, what about clients who try to reach out beyond office hours? IVR is an effective solution in such a situation as well.

Besides managing the client queries, IVR also has several other advantages when integrated with CRM and other contact center systems. 

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Blog-Routing

Although there are many contenders for modern call center solutions, skill-based call forwarding must be one of the key solutions. With the help of skill-based call forwarding, the future of call forwarding is here.

Skill-based routing is a feature of a cloud phone that analyzes customer data when a call arrives and automatically directs the caller to the agent with the best skills to resolve the issue.

This feature prevents unnecessary call transfer between agents and improves customer satisfaction.

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IVR (Interactive Voice Response) is a mechanism that facilitates you to engage with consumers using recorded voice messages to automate your incoming calls. There are several benefits of an IVR software solution for different industries. Transforming business is easy now!

For example, a banking IVR can be used by customers to know their bank balance while freeing the customer service executive time to manage critical queries. By answering simple questions of customers, banks can generate more leads. It allows them to manage several calls, offer personalized service to the customers and operate 24/7.  Read More

Blog--Call-Center-GuideIntroduction:

The business call center is known to handle a huge number of calls in one day. It is practically impossible for an individual or a team to do this. So we need artificial intelligence to help agents with their day-to-day customer relationships. This guide will help you understand why and how you can handle large number of calls.

This is where call center software comes in handy. This streamlines the process and creates a well-coordinated communication channel. It also allows the center to systematically manage overflowing calls. Read More

Cloud-and-HR

No matter what you want to call it – teleworking, teleworking or teleworking – teleworking has expanded in recent years. And this is what we now see as a “new normality.”

Remote working has proven to be a vital strategy for business continuity. The resilience of teleworking has made organizations successful in remote environments. Read More

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