Advance Matrix Systems

Advance Matrix Systems unifying communications

03/10/2022

5 reasons your IVR isn't effective!

Your IVR gives customers one of their first impressions of your business which is why it's important you get it right.

Take a look at the following 5 reasons your IVR isn't effective so you can take steps to fix it!

Too many options 

Nothing makes a customers eye's glaze over & switch off more than too many IVR options. Keep it to 3 options & no more than 3 layers where possible. Customers will tend to hang up due when they lose track.

Overly Complex menus

The 1st 3 options should be your most popular queries, this means more customers only have to listen to the 1st round of options before being transferred through to the correct team.

Having to be transferred 

This usually happens when your IVR menu's are confusing or you don't have enough agents available to take calls. Customers get frustrated when they come through then immediately have to be transferred.

Lack of personality

Yes, you read that right, your IVR needs personality. When a customer rings through, your IVR's personality should reflect the tone & feel of your brand.

Poor handover to a human 

This can be due to the agent being rushed or a lack of information being available because the CRM isn't integrated & therefore cannot pre-empt the reason for the call. Either way, customer's pick up on it.

For more information, check out our website in the comments.

21/07/2022

Empowering your staff to provide world class customer service anywhere! Manage high volumes of customer queries across all your channels effortlessly.

Most loved features

Single view of Customer

Advanced real time reporting suite

Coach your staff from anywhere

Chatbots & automation

Tickets

CRM in QContactA powerful CRM with 100’s of features to help you manage all your customers & their interactions through ...
21/06/2022

CRM in QContact
A powerful CRM with 100’s of features to help you manage all your customers & their interactions through all your channels as well as streamline your business processes.
Custom Entities & Fields
Document Management
Lead Tracking
Lead Source & Status Tracking
Office 365, Salesforce, Zendesk etc. Integration
Opportunities & Pipeline (Kanban View)
Secure Upload
Unlimited Contacts
If you have invested in a Zendesk helpdesk solution, QContact provides a two-way integration to your ticketing system. Every ticket is automatically updated in QContact in real-time, and any changes made within QContact are instantly pushed back into Zendesk.
So you can handle all your customer enquiries and ticketing needs without ever leaving QContact.😀

Predictive dialerWhat is a predictive dialer?A predictive dialer is a type of an auto dialer software system that automa...
15/06/2022

Predictive dialer
What is a predictive dialer?
A predictive dialer is a type of an auto dialer software system that automatically dials phone numbers from the list of contacts until it detects a connection and routes it to an available agent. In the process, the dialer can automatically screen out unanswered calls, busy tone signals, voicemails, disconnected numbers and other phone-related issues. That ensures maximum agent utilization, minimized waiting time and more talk time for agents resulting in improved agent productivity.

A predictive dialing system utilizes various call metrics, special algorithms and mathematical formulas to forecast when an agent becomes available to take the phone call, and then modifies the dialing rate accordingly. The ability of the system to predict when an agent can take the next call is what sets predictive dialers apart from other automated dialing modes. Thus, if the majority of agents are engaged in conversations, the predictive dialer will adjust its outreach (slow down or even stop) until agents become available again.

Predictive dialers have been in use for around 30 years. Once invented, they were predominantly utilized in the banking industry, particularly for the debt collection purposes. Today, predictive dialer software can be found in call centers supporting a variety of organizations in different industries such as telemarketing, travel and tourism, banking and finance, mortgage and insurance, etc.

Inbound and Outbound Call Center Software
Call center software by LiveAgent
Features of predictive dialers
A typical cloud-based call center software that includes a predictive outbound dialer would offer these basic features:

Pacing ratio: allows increasing or decreasing the number of outgoing calls per agent for optimal agent efficiency.
CRM display: enables agents to easily access each customer record with all the available information to better serve their needs.
Filter based calling: allows filtering out the numbers based on their time-zone and area codes.
Answering machine detection: determines whether a call has been picked up by an actual human or an answering machine.
Voicemail message drop: allows dropping pre-recorded messages to customers.
Call recording: allows to record calls and review them later for agent monitoring and training purposes.
Call monitoring: enables call center managers to monitor the number of outgoing calls and preview their quality.
Call-back scheduling and reminders: allows scheduling time of call backs and set reminders.
Reports and analytics: allows generating various types of reports, including real-time reports to track agent performance and identify areas that need improvement.

17/11/2021

No doubt the levels of growth that Microsoft Teams has seen over the past two years was probably unexpected, even from Microsoft’s standpoint. Globally,

OK since nobody or company wants to hire an incredible solutions architect with more than 20 years experience in the en...
12/11/2021

OK since nobody or company wants to hire an incredible solutions architect with more than 20 years experience in the enterprise market within the Telecoms and IT space, I will now go out and create my own company. Company will be Matrix Systems. Watch this space. For all those SME struggling to get the Communications systems working correctly give me a call I may be what you looking for.

27/09/2018

Your Business Phone System + Hosting. Free for 1 year. Try 3CX’s free Phone System Hosted on Google, OVH or on-premise Get the free edition of 3CX’s business VoIP phone system with one year free hosting on Google Cloud. 3CX’s free business phone system includes free video conferencing particip...

02/06/2018

Get started with your free 30 day trial of NetHelpDesk today. Join over 100,000 users already experiencing the benefits.

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