Interactive voice technology boosts Pastel service, support

Custom-designed interactive voice technology has proved critical in the success of a new customer support and service programme introduced recently by accounting and payroll software specialist Pastel Software.

At the Pastel call centre, the dynamic system automatically checks that the incoming number has a valid support contract and then directs the caller to the appropriate support staff. If a number is not recognised, the customer is prompted to enter their unique pin code. If neither the telephone number nor pin code is valid, the call is directed to a sales service desk where a support contract can be obtained.

"Our call centre handles an average of 18 000 calls a month," says Sally Miller, sales director of Pastel Software, a Softline company. "Our overall brief to the system designers was simple: make the IVR system an efficient and pleasant experience for customers.

"Within a few months we began to see tangible results. The interactive voice system, designed, customised and implemented by Molo Afrika Speech Technologies of Pretoria, has significantly improved customer service levels with 50% of calls being answered in less than 20 seconds and 71% within 60 seconds. Abandoned calls have been reduced by 200% and the number of calls queued has been halved."

Miller adds that from a customer perspective, a huge advantage is that call duration and cost to the 0860-PASTEL number is greatly reduced, thanks to the system`s ability to automatically direct callers to a dedicated support team.

"No time is wasted because callers get to an agent with the required expertise to help them immediately - there`s no frustrating re-direction of calls so the process is a pleasant experience with minimal delays."