Machines To Make Sales Pitch

IVRs are replacing the existing method of sending an SMS to sell a service or a product. Operators including Bharti Airtel, Vodafone Essar, Reliance Communications and Tata Teleservices are also installing outbound diallers. Mutual fund and insurance firms, banks (for selling loans and credit cards) and other service providers are increasingly using diallers now.

The technology used here is not new, these interactive voice response (IVR) systems have been there for long time. What is new is that the technology is being used for outbound calls, commonly called auto-diallers. This is contrary to the existing method of using technology to answer inbound calls and directing it to a call centre executive.

BPL Mobile, for instance, has installed an auto-dialer to sell ring tones, caller ringback tones and other services of the company. The automated voice is also used to remind defaulters of bill payment, inform users on new products and services, and even for balance enquiry among others.

Source: Business Standard