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Following on from the last tip featuring IVR, here’s another suggestion to help callers if they access your contact center through an auto attendant. As we mentioned in part 1, some callers may not have switched their phones from ‘pulse’ mode to ‘tone’ mode and may therefore not get a response when you ask them to ‘press a number’. A way to automatically enable ‘tone’ mode on some phones is to press the star (*) key twice – hence some auto attendants ask you to ‘press the star key twice’ as soon as you get through. This does not work on all phones but is worth considering.
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