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Most people hear an interactive voice system whenever they call the bank, their telephone company, and even when checking their credit card balance. It is an interactive voice response or IVR, which is a telephone technology that makes a computer detect voice and touch tones with the use of a normal phone call. This system can respond with pre-recorded audio that further directs the callers on how to proceed with their call. It can be used in controlling almost any function where the interface can be broken down into a series of simple choices. It starts when a caller dials a number that would be answered by the IVR system. It then executes an application which is tied to the number dialed. As part of its application, the pre-recorded audio will explain certain options available for the caller. He/she is given a selection of choices using tones or spoken words. Normally, speech recognition allows to carry out more complex transactions and would simplify the application menu structure. Big companies use this system in order to extend their business hours of operation. It is designed to match the customer experience of the web interface. But today, more companies are beginning to shift into an entirely new approach when dealing with customer service. By using call centers, this is far better than using the IVR system which is pre-recorded and has limited communication use. Call centers are commonly office based, and is controlled by one company to administer incoming product support or information inquiries from customers. Basically customer service, its sole purpose is receiving and transmitting a large volume of client requests via telephone. Incoming or outgoing calls are entertained in call centers, such as for telemarketing, clientèle, and debt collection, among many others. In addition to this, collective handling of letters, faxes, and electronic mails are also made in this location. Call centers are often operated through a wide open workspace for call center agents with stations that include a personal computer for each agent, a telephone or headset connected to a telecom switch, with one or more supervisor stations. Most of the large businesses are using call centers to interact with their clients. Whether it be for sales, product support, information, reservations, and other inquiries that connects the company and their clients, call centers are there to link the two. It serves as a contact service for their clients around the clock, extending their business operations to the fullest. From IVR systems to the use of call centers, technology and businesses alike are now working together to provide maximum customer satisfaction. Having a broader range of services and support to handle, call centers are now spreading all across the world. From India to the Philippines, call centers are now making money and improving the employment status of these countries. With more companies turning to call centers for an extension of their service, these companies can now process and study on different calls made by their clients to further improve on their business itself.
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