No waiting for a higher level of customer service.
Easy-to-implement, versatile IVR solutions from ICT Group can reduce costs, improve operating efficiency and promote long-term customer loyalty.
ICT Group has extensive experience developing user-friendly IVR solutions for banks, credit card companies, mortgage lenders and other financial institutions. Our solutions are easy to implement, scalable and easy to integrate with the ability to speak to an in-house or outsourced live agent.
Opportunities to deploy cost-effective inbound IVR and self-service include:
- Mortgage payment processing and loan/account changes
- Mortgage self-check on current interest rates, with the option to transfer to a live agent
- Pre-screening for credit card applications
- Automated disclaimers based on the credit card program, with the option to transfer to a live agent if the caller has any questions
Most financial institutions integrate skills-based routing with their IVR programs, making their programs even more effective:
- A major bank manages credit score thresholds to control live agent call volumes
- A mortgage company has live agents quote current rates until call volume reaches pre-set levels, when it automatically switches to IVR quotes
- Callers are triaged to tiered live agent support based on loan criteria and credit scores
- Calls routed based on zip code