BRS ACTIVATES INTERACTIVE VOICE RESPONSE SYSTEM FOR ENHANCED SERVICE DELIVERY AND ACCESS TO INFORMATION
By: Otieno Otiego
In the modern-day business environment Call Centre’s form an important role in the strategic and operational aspects of organizations. Call Centers are designed and operationalized to provide customers with timely access to information. Call Centre also provide efficient and cost-effective communication channels between organizations and their customers.
Notably, Call Centre are often the first channel customers turn to when looking for advice and help and have become increasingly important in communicating with customers and have therefore become more customer-focused and are gearing up to solve problems.
Recently, Business Registration Service (BRS) activated an Interactive Voice Response, to provide the public and business owners with easy and enhanced access to services across the different registries and to directly report any form of malpractices.
The IVR system offers a seamless and interactive experience, allowing callers to dial and listen in detailed message of BRS various services. The system enables user to select their preferred service points, which not only reduce the waiting time on call, but also directs customers to a specialized customer service representative on a particular service resulting to first contact resolution and reduction in the number of abandoned calls
The automated telephony system capable of interacting with callers, gathering information, and routing calls efficiently, has resulted to satisfied customers and the support representatives are identifiable to specific queries and hence productive.
The IVR system will most importantly enhance the corporate brand identity by utilizing a caller waiting time as she/he waits to be attended through a customized and unique corporate messages and communication on various statutory obligations.
Additionally, the system will communicate measures that the Service has undertaken to promote human dignity; Equity and sustainable development in line with commitments on National Values and Principles of Governance, the Service’s corporate identity through publicizing our mandate, sensitize the public on the Service’s customer service charter and quality, promote the Service’s customer service delivery and promote the principles of integrity and a strong ethical culture within the Service.
The operationalization of the IVR system marks a significant step forward in the Service mission to be a responsive organization to customers throughout their business life cycle.