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An Offshore IVR (Interactive Voice Response) Administrator is responsible for managing and configuring an offshore call center's IVR system, ensuring that it operates effectively and efficiently. The role involves configuring the IVR system, managing call routing, and monitoring call center operations.
The Following Are Some Of The Key Responsibilities Of An Offshore IVR Administrator:
They are responsible for configuring the IVR system to ensure that it operates effectively and efficiently. This involves setting up menus, configuring voice prompts, and integrating the IVR system with other call center technologies.
They are responsible for managing call routing to ensure that customers are directed to the appropriate agents or self-service options. This involves configuring call routing rules and optimizing call center operations.
They are responsible for monitoring call center operations to ensure that the IVR system is working effectively. This involves analyzing call center data and performance metrics to identify areas for improvement.
They are responsible for ensuring that the IVR system complies with all relevant laws, regulations, and company policies related to call center operations.
They should report on the status of the IVR system and provide regular updates on call center operations. They should also analyze trends and make recommendations to improve the company's offshore call center operations.
They should report on the status of customer experience initiatives and provide regular updates on customer satisfaction metrics. They should also analyze trends and make recommendations to improve the company's offshore customer experience management processes.
They are responsible for collaborating with cross-functional teams to ensure that the IVR system aligns with the company's overall goals and objectives.
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