IVR Design

Managing call volume is one of the most challenging things that a call center operation must do. From forecasting the expected number of calls, to getting the right staff in place, call centers must constantly monitor call drivers in order to reach desired service levels.

As a way to help alleviate the effects of unexpected call spikes, enterprises use IVRs to route calls to the most efficient reps, educate customers about various self-service options, or to provide useful information while customers are waiting for the next available representative.

Some IVR's provide an estimated wait time so that customers know how long they can expect to be in queue before reaching a representative. Unlike the cartoon on this page, such systems tend to provide a fairly accurate hold expectation.

In today's busy world, customers usually have just a few minutes to call customer care and address their concerns before they need to get back to their many activities. Knowing how long the hold time will be, can help customers decide whether staying on the line is an option, or if calling back at a different time would work best.

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REFERENCE: CARTOON # 44

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