| GBI's Voice Status Response System
The GBI On-Line Voice Status Response System is a computer based communications system designed to provide direct customer access to the customer service database using incoming telephone lines. Callers intercepted by the On-Line Voice Status Response System are verbally prompted and directed to enter the appropriate data required by the system to trace an order. The system permits customers to trace orders once an order is logged in. The use of a digital (tone type) telephone keypad is all that is required to recognize requests for information about specific orders without human intervention.
The basic system is designed to automatically roll over to up to numerous internal lines, or automatically transfer onto customer service lines, if inquiries require human intervention. The additional internal lines are capable of handling the majority of customer service order inquiry calls, which permits the Customer Service Representatives to deal more effectively with more involved problems.
The On-Line Voice Status Response System offers additional advantages beyond reducing the time spent by customer service representatives handling routine calls. Access to customer service information is accessible 24 hrs per day 7-days a week. Faster computers greatly improve access time to further reducing the time customer service spends handling inquiries. The system also maintains records of all activities on the system, which are available in report form and can be printed out for management information and analysis.
How it works:
GBI's OnLine system allows a caller to access most of the information available through the customer service system using any touch-tone telephone.
The caller inputs the store number and envelope number in question and On-Line responds with the status of the order in a pleasant human voice. Information provided depends on the status of the work. Any inquiry requiring a customer service person, as determined by On-Line, will automatically be transferred to a human. Information already provided by the customer is automatically included in the lookup given to the customer service representative, avoiding repetition.
Detailed reports are provided that show how the system is being used and exposes problem areas in the labs production. Our customers report that OnLine answers between 600 and 2,000 calls each day, and may be available twenty-four hours a day, seven days a week. As a result, the addition of OnLine will substantially reduce the workload on customer service personnel.
Other related pages:
Systems Integration
A Word on Sortation Methods
Vision Sorting System
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GBI Data & Sorting Systems • 1143 West Newport Center Drive • Deerfield Beach, FL 33442 USA
954-596-5000 Ext. 231 • Fax 954-596-5015 • E-mail contact: info@gbisorters.com
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