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Benefits of IVR Payment Processing For Your Call Center

Implementing interactive voice response (IVR) in your call center can not only enhance operations, it can also significantly improve security and compliance, especially if IVR is used for payments. Given the financial, legal, and reputational repercussions of a regulatory breach, ensuring compliance is essential, and anything you can do to improve security standards is valuable. Using automation tools like IVR, you can safeguard your organization against breaches while also improving customer experience. Furthermore, as you scale and handle more interactions, the need for compliance will only grow, so it’s important to secure things as soon as possible.

Effective management is essential for a successful call center. A great manager must lead by example, providing support for agents while managing multiple processes and workflows.

The customer service industry can be challenging, but it can also be immensely rewarding. If you are able to retain agents and encourage them to climb the customer service career ladder, it will benefit both the agent and your organization as a whole.

Harry McIntyre is the Product Owner here at Scorebuddy and, as the voice of the Scorebuddy Academy training videos, he’s something of a local celeb. Have you ever wondered who his favorite Paw Patrol character is? Well, if you have, today is your lucky day.

The holiday season is over and 2023 is here but we’re still in the mood for gift giving. Over the past couple of weeks, we’ve been handing out daily QA wisdom on our social channels, covering everything from compliance to customer experience. Don’t worry if you weren’t following us (feel free to do so now), you haven’t missed out. We’ve put together one last stocking filler—a handy roundup of every post. So read on for 12 solutions to some of the most common—and most painful—QA challenges and get your year off to a flying start.

Effective time management is one of the keys to success in any field, particularly in the demanding contact center industry.

In the hyper-competitive world of the call center, customer loyalty is vital for brand value, lead generation, and steady revenue. Loyalty is a key indicator of the long-term success of any business and, when it comes down to it, a significant contributor to overall profitability.

For the third consecutive quarter, independent research firm G2 has recognized Scorebuddy as a Leader in contact center quality assurance. To place in the Leader quadrant of the G2 grid an organization must have "substantial market presence scores” and be “rated highly by G2 users.”

Repeat calls are an ongoing issue for most contact centers, leading to stressed agents and dissatisfied customers. However, while these calls can put an additional strain on your call center, they can also open a window of opportunity.