Tweaking the IVR System
My companies success is highly dependant on the level of customer that we provide to our clients. We implemented an IVR system earlier this year with the hope that it would cut down on the time our customer service agents were on the phone with our clients. While it has helped to a small degree we have not enjoyed the savings we expected. Callers are still pressing “0″ to get an operator and that costs money. Many of the customers questions can be answered through the automated system; we just need to figure out what needs to be tweaked to encourage its use.