O Que É Ura De Atendimento E Suas Tarefas?

O Que É Ura De Atendimento E Suas Tarefas?

Existem URAs Reversas, que, além de vocalizarem as mensagens iniciais, também dão opções de interação com o cliente por meio de menus com opções que o consumidor pode escolher e ser direcionado para novas opções. Em nosso post, você poderá entender melhor como é o funcionamento da URA e todos os benefícios ura call center que ela poderá trazer ao seu Call Center. Quando o cliente liga para o SAC da empresa ou para resolver qualquer outra questão, é natural que espere um atendimento com agilidade e eficiência. No entanto, quanto maior a demanda, mais difícil se torna garantir que todos serão atendidos em tempo hábil.

Ou seja, em outras palavras, mesmo com a má fama, uma ferramenta como o URA ainda conta com diversos benefícios relevantes para os negócios. Ao invés das pessoas serem direcionadas de maneira rápida para os atendentes, elas acabam tendo de esperar um tempo bem maior do que deveriam. Nesses casos, basta que o cliente digite um número específico ou fale em voz alta para que, assim, consiga receber sua resposta.

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Por isso, o seu chatbot precisa ser capaz de conversar com uma pessoa de forma natural, simples e didática. Esse tipo de URA utiliza um software que integra todos os serviços oferecidos pelo contact center, envolvendo pessoas, processos e infraestrutura para atender aos pacientes de forma completa e eficiente. Nela, o sistema DAC (distribuidor automático de chamadas) distribui as ligações para os agentes. Quando falamos em atendimento eficiente, na verdade, queremos dizer que todos os canais de atendimento ao cliente precisam conversar entre si. Quer saber a opinião do mercado, mas não pode alocar PAs para esse projeto?

É muito utilizada em empresas que têm uma central de atendimento, as famosas Call Center. Ou seja, URA é uma gravação feita direcionando o cliente para a solução do seu problema. A URA ativa pode ser utilizada para a Inteligência artificial veiculação de lembretes, utilizando mensagens de voz ou SMS. Aplica-se a diversas operações, como lembretes de agendamento de consultas médicas, vencimento de débitos, abandono de carrinho de compra, entre outros.

O que é uma URA de atendimento?

URA, ou Unidade de Resposta Audível é um sistema que reconhece dígitos de voz e agiliza o atendimento em Serviços de Atendimento ao Cliente. A URA libera membros da sua equipe para desempenhar funções de maior importância, elevando a qualidade de tudo que é produzido dentro da companhia. Isso tem como consequência direta uma satisfação maior do consumidor. Em alguns casos, é até possível reduzir o tamanho da equipe graças a essa automatização. Isso também é bom para o consumidor, pois ele tem a sua necessidade resolvida mais rapidamente.

Integração Com Outros Sistemas

Com essa tecnologia, você ganha assertividade no contato com o público e agilidade no processo. Além das perguntas objetivas, é possível gravar mensagens para abordagens qualitativas, o que cria uma base de informações precisa para a tomada de decisão estratégica dos gestores. Através da URA Ativa com o torpedo de voz , você pode veicular mensagens pré-gravadas aos clientes, como informação de débito, divulgação de novos produtos e promoções, aviso de indisponibilidade de serviços, entre outras opções. A grande vantagem do torpedo de voz é a relação custo x benefício, pois atinge o mailing de forma massiva e efetiva, com baixo custo operacional. Sua forma de integração com outros sistemas é facilitada, o que possibilita conectar com banco de dados ou webservices, conversão de texto para fala ou envio de arquivos.

Programada para dar assistência ao consumidor, a URA reúne funções que podem se relacionar a vendas, reclamações, informações sobre frete, translado, especificações de serviços, entre outros. Quando um cliente liga para a empresa e é recebido por um atendente eletrônico, esse contato é mediado pela URA. Criada para otimizar o suporte ao consumidor, a ferramenta URA traz uma série de funções integradas que acabam por beneficiar toda a rede de atendimento. Embora pareça uma solução elaborada, ela pode ser implementada com facilidade mesmo em pequenas empresas. Coloque as principais demandas dos clientes entre as primeiras opções do menu, isso reduz o tempo que o cliente espera para encontrar o que procura.

Ofereça Atendimento Qualificado Por Departamento

Outra opção a ser explorada é sua utilização nos aplicativos móveis instalados nos aparelhos celulares. Uma vez identificado o ramal ao qual o cliente precisa ser direcionado, o atendente eletrônico encaminha a chamada para o setor ou profissional, fazendo a discagem automaticamente. Para entender como montar uma URA de sucesso, é necessário atentar-se a alguns pontos. Como vimos, pode ser um recurso valioso para um negócio, mas caso não seja implementada de maneira bem-sucedida, torna-se uma frustração ao cliente. Agora que você já sabe o que é URA de atendimento e qual a sua importância, veremos as principais vantagens de implementá-la em seu negócio para garantir uma experiência positiva.

O sistema, também conhecido como IVR Talker, também está apto a resolver demandas e solicitações rápidas e corriqueiras sem que, para isso, o cliente no telefone precise aguardar ser atendido por outra pessoa. O discador URA possibilita estabelecer um filtro inicial que organiza os atendimentos por setor, sem a necessidade de intervenção humana. No Portal do Administrador é possível criar e gerenciar as URAs Básicas. Pode ser configurada no número principal da empresa ou outros que julgar importante.

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