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Director, Web and Provider Systems
VP - Global Client Engagement
Assistant Vice President - Head of IT Customer Service
Vice President Business Development
Mac+ Tier 1 Advisor
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!