Have you ever wished your contact center could provide 24-hour, high-quality service? Or at least that it could solve some of your customers' problems without the need for rework by your team?
This type of solution already exists. It is called URA (Auditory Response Unit) and is capable of providing 24-hour customer service, solving your customers' problems and bringing them closer to your brand, through a high standard of quality in telephone call handling.
Not all calls can be handled by the URA system. Prioritize the use of URA for information and data that can be accessed without the operator's guidance. Frequently consulted information can also be used in URA service, optimizing human service at the call center.
What is URA
The URA allows for the automatic answering of telephone calls and offers your customer a menu of options to resolve their problem or, at least, direct their demand.
In simple terms, we can say that URA works with brazil whatsapp data pre-recorded messages that are vocalized by your customer, who navigates between menus using the telephone keys until reaching the desired service, reducing call transfers in the contact center and relieving the workload of your team.
This type of solution is highly flexible, allowing for almost any type of adaptation, from using language appropriate to your target audience to defining your client's needs to guide them through a menu of useful options that can provide them with agile and intelligent solutions.
What are the types of URA?
While Receptive IVR is most commonly used in customer service, Active IVR is widely found in telemarketing, sales and collections call centers.
Receptive URA: understand what it is and what the best practices are
In Active URA, the system is used to send pre-recorded messages to the customer, in cases where operator intervention is not necessary.
Furthermore, it provides good results in promotional campaigns, opinion polls, collections, reminders and document validation, such as credit cards.
One of the main features of this system is the simultaneous triggering of calls with a message that can be standardized or personalized, to a list of customers.