Advanced IVR: Managing After-Hours Calls

How can businesses manage calls that come in after regular business hours? Businesses driven by customer service want to provide a level of service that will keep their customers happy while keeping costs down.

For example, property managers will happily help tenants with emergencies (e.g. plumbing-induced flooding) after regular business hours but would rather address non-urgent issues (e.g. dead electrical outlet) during regular business hours. They could hire an answering service to screen after-hours calls to let through only emergency calls, but doing so would incur significant costs. 

Advanced IVR offers businesses a simple and cost-effective solution for managing after-hours calls. Virtual Agents that autonomously handle routine and repetitive transactions offer callers the opportunity to speak to a live person for urgent matters. Otherwise, callers can record a 2-minute message so their issue can be addressed during regular business hours.

Use After Hours Support Line in Advanced IVR to:

  • Implement a simple and cost-effective solution for managing after-hours calls.
  • Screen issues to make sure only critical calls get through outside regular business hours while capturing non-urgent issues for later review.
  • Easily customize and quickly deploy call prompts and call handling with no coding or advanced technical skills required.
  • Review detailed reports via a browser-based portal.

 

Advanced IVR offers businesses a way to manage after-hours calls while continuing great customer service with no significant capital investment. To add Advanced IVR to an account, contact a Nextiva account representative or call (800) 799-0600.

 

 

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