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Resources » Improve Self-Service Capabilities and Reduce Agent Interactions

In our industry, we come across a number of customers who want to make it difficult, if not impossible, for their callers to get to an agent. From our perspective, it is ultimately up to the business to decide what will drive their strategy. What we will do regardless of the strategy is implement an IVR in the best way possible so that calls are handled gracefully in the least painful way for the customer. There are lots of different ways to handle delaying connection to an agent, and often it is not only in the best interest of the business, but it is also in the best interest of the customer to do so.

In our industry today, one of the growing trends is to actually charge customers to speak to an agent if they opt out of completing a transaction that they could complete by self-service. This trend makes it that much more important to have a solid, balanced IVR design that makes for the best customer self-service experience and informs the customer of the charge they will incur if they decide to opt-out of the IVR and speak to an agent.

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