How to Be Voice Response Unit Manager - Job Description, Skills, and Interview Questions

May 24, 2020 / 5 Minutes Read / By Albert

How to Become

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The introduction of voice response units (VRUs) has had a major impact on customer service operations. VRUs provide automated services that can handle a large volume of customer inquiries in a fast and cost-efficient way, allowing companies to dedicate more resources to other areas of customer service. VRUs are often used to handle routine customer requests, such as account information, product information, and billing inquiries, freeing up employees to focus on more complex tasks.

By automating these processes, companies can reduce their customer wait times and improve customer satisfaction. Furthermore, the use of VRUs can help to reduce costs associated with call centers, as fewer employees are needed to handle the same number of inquiries. the implementation of VRUs is an effective way for companies to enhance their customer service operations and remain competitive in the marketplace.

Steps How to Become

Earn a Bachelor's Degree. To become a Voice Response Unit Manager, you will need to earn at least a bachelor's degree in a field such as telecommunications, computer science, or business management.
Gain Work Experience. Some employers also require previous experience working with voice response systems or in customer service. You can gain this experience by working as a customer service representative, IT support technician, or telemarketer.
Get Certified. Certifications are available in the field of voice response unit management, and they may be required by some employers. Certification programs are offered by professional organizations like the Telecommunications Industry Association and the International Customer Management Institute.
Search for Jobs. Once you have the necessary qualifications and experience, you can begin searching for jobs as a Voice Response Unit Manager. Job postings can be found on job boards and company websites.
Network. Networking is an important part of the job search process. Attend industry events, join professional organizations, and connect with other professionals in your field to increase your chances of finding a job.

The best way to ensure a team is skilled and competent is to provide staff with consistent and comprehensive training. This training should cover basic skills, as well as more advanced knowledge, to ensure each employee can perform all necessary tasks. team members should be provided with educational opportunities, such as workshops and seminars, to stay up-to-date on the latest industry trends.

By investing in the development of their employees, organizations can create a culture of excellence and ensure that their team is highly skilled and competent. This helps improve overall performance, increases satisfaction and engagement, and drives success.

You may want to check Voice Actor, Voice and Speech Analyst, and Voice and Data Technician for alternative.

Job Description

Develop and implement customer service strategies through the use of voice response unit (VRU) systems.
Analyze customer feedback and trends to ensure that customer service requirements are met.
Design and develop VRU systems and applications in conjunction with internal and external stakeholders.
Troubleshoot and resolve system and customer issues in a timely manner.
Train and mentor staff in the use of VRU systems and applications.
Monitor call volumes and call duration to ensure maximum efficiency.
Develop reports to present to management on system performance, customer satisfaction, and other key metrics.
Liaise with vendors and suppliers to ensure effective operation of the VRU system.
Maintain up-to-date documentation of system changes and new features.
Ensure compliance with industry standards and regulations.

Skills and Competencies to Have

Knowledge of call center operations, including customer service, technical support, and telemarketing.
Ability to analyze and interpret data quickly and accurately.
Knowledge of computer systems, databases, and software programs.
Strong communication and interpersonal skills.
Ability to work independently and handle multiple tasks simultaneously.
Ability to read, write, and comprehend complex instructions.
Ability to develop and maintain professional relationships with customers and coworkers.
Ability to troubleshoot technical problems.
Excellent customer service skills, including the ability to handle difficult customer inquiries effectively.
Ability to resolve customer issues in a timely manner.

Cause and effect is a powerful tool to analyze and explain the relationships between various entities. In the case of managing a voice response unit, the most important skill to have is the ability to effectively communicate. This means being able to listen actively, be aware of non-verbal communication cues, and be able to express oneself clearly.

The ability to effectively communicate is especially important when dealing with customers, as it helps to build trust and ensure that their needs are being met. Having a deep understanding of the product or service being offered will also help to ensure that customers receive all of the information they need to make a decision. Finally, excellent problem-solving skills are essential for responding to customer complaints quickly and efficiently.

By having these skills, a Voice Response Unit Manager can ensure that their team is providing exceptional customer service.

Voice User Experience Designer, Voice Process Executive, and Voice Recording Engineer are related jobs you may like.

Frequent Interview Questions

What experience do you have managing voice response units?
How do you ensure that customer service representatives are properly trained to use the voice response unit system?
Have you ever implemented a new voice response unit system? If so, how did you go about it?
What strategies do you use to ensure customer satisfaction with the voice response unit system?
How do you handle customer complaints related to the voice response unit system?
What methods do you use to stay up-to-date on new technology and best practices surrounding voice response unit systems?
What challenges have you encountered while working with voice response unit systems in the past?
How do you ensure that customers receive the information they need from the voice response unit system?
What strategies do you use to identify and address technical issues with the voice response unit system?
How do you monitor and evaluate customer feedback related to the voice response unit system?

Common Tools in Industry

IVR Platform. An interactive voice response platform that allows organizations to create automated phone systems for customer service, such as a telephone tree. (eg: Nexmo)
Voice Recognition Software. Software that can recognize spoken words and convert them into data. (eg: Nuance Dragon)
Text to Speech Synthesizer. Software that can convert text into speech. (eg: CereProc)
Speech Analytics Software. Software that can analyze customer interactions and identify trends. (eg: CallMiner)
Call Center Automation Software. Software that can automate customer service operations and tasks. (eg: Five9)
Voice Broadcasting Software. Software that can send out pre-recorded messages to customers. (eg: ContactAtOnce!)

Professional Organizations to Know

Voice User Interface Professionals (VUIP)
Interactive Voice Response Association (IVRA)
VoiceXML Forum
Speech Technology Industry Association (STIA)
National Association of Call Centers (NACC)
Speech Interface Design Special Interest Group (SID SIG)
Automatic Speech Recognition Special Interest Group (ASR SIG)
The International VoiceXML Forum
The VoiceXML Alliance
Society for Voice Interaction Design (SVID)

We also have Voice Broadcast Operator, Voice Technician, and Voice Interface Designer jobs reports.

Common Important Terms

Automated Call Distributor (ACD). An automated call distributor is a telephone system that routes incoming calls to a specific group of agents or customer service representatives.
Interactive Voice Response (IVR). An interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.
Voice Portal. A voice portal is a web-enabled gateway that allows users to access a variety of resources, such as information, services, and applications, by speaking commands.
Natural Language Processing (NLP). Natural language processing (NLP) is a field of computer science, artificial intelligence, and linguistics concerned with the interactions between computers and human language.
Text-To-Speech (TTS). Text-to-speech (TTS) is a type of speech synthesis that converts written text into spoken words.
Speech Recognition. Speech recognition is the process of taking spoken words and converting them into written or electronic text.
Dialog Management. Dialog management is the process of managing conversations between two or more people, or between a person and a computer system.
Call Routing. Call routing is the process of directing incoming calls to the most appropriate destination or person within an organization.

Frequently Asked Questions

What is a Voice Response Unit Manager?

A Voice Response Unit (VRU) Manager is a software platform used to manage interactive voice response (IVR) systems. It allows users to create, manage, and analyze automated call handling processes.

How does a Voice Response Unit Manager work?

A Voice Response Unit Manager works by allowing users to create custom IVR flows and menus, set up call routing rules, and monitor and analyze call performance metrics. It also enables automated message broadcasting and callback scheduling capabilities.

What are the benefits of using a Voice Response Unit Manager?

Using a Voice Response Unit Manager can help improve customer service by providing an automated self-service experience. It also increases efficiency by automating routine tasks, and enhances data collection and analysis capabilities.

What features do Voice Response Unit Managers offer?

Voice Response Unit Managers typically offer features such as customizable IVR flows, call routing rules, automated message broadcasting, callback scheduling, and performance metrics monitoring.

What types of businesses typically use Voice Response Unit Managers?

Voice Response Unit Managers are commonly used by businesses in customer service, telemarketing, healthcare, finance, retail, and other industries that require automated call handling processes.