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Touch Tone IVR

When we called a telecoms company to check their use of IVR, we didn’t press any keys on our phone when asked to. Wisely, the system assumed we did not have a touch tone phone and played us options with the older ‘grunt’ technology (for those who aren’t sure what this is, it’s where you make some kind of noise which the system picks up as a response – hence you can ‘grunt’ and it would still work!). However after saying “Yes” to an option, we were routed to another set of options which were touch tone ones again! The lesson is if you give callers a choice make sure you acknowledge this all the way through your system and don’t offer them something they already informed you they can’t use!

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Contact Center Managers looking into self-service functionality should first look at the process side of it; don’t just assume that you can move an internal business process to be an external business process. You need different processes and differe... Read More...
May 16, 2021 5:00 AM
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Outsourcing companies definitely benefit from certification because it is a tool that they can use to show their clients that they can actually provide the best service, most efficiently because they are certified. Other companies that actually use a... Read More...
May 15, 2021 5:00 AM
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