ChaseData Call Center Software Blog

How Your IVR System Could Be Hampering Your Center’s Performance

Posted by Ahmed Macklai on Oct 30, 2019 7:30:00 AM

Most modern call centers rely at least partially on an IVR system. The IVR - or interactive voice response - system is an integral part of modern customer service. Providing self-service freedom for consumers when done correctly, it can help direct call flow traffic effectively without additional cost - but only when done properly.

Could your IVR system be doing more harm than good for your contact center? If you’re using the wrong technology - or approaching the technique the wrong way - there’s a chance that the answer is yes. Here’s how to know if your contact center’s IVR system is a bigger problem than a solution - and how to fix it:

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Topics: Call Center IVR, Call Center Operations

The Five Commandments of The Call Center IVR Superstar

Posted by Ahmed Macklai on Aug 24, 2015 9:52:00 AM

Interactive voice response systems (IVR for short) properly administered can be a much welcomed addition to your call center operations. Customer frustration can actually be lowered, critical 'of the moment' information can be delivered without the use of call center agents and moreover, high volumes incoming calls can be efficiently routed the proper departments. In a recent survey 66% of respondents believe that "self-service" systems such as Call Center IVR is more convenient than speaking with an agent. Consider also, that this preference is 82% among Gen-Y consumer respondents. With the majority of consumers still preferring customer service via telephone - the future looks bright for IVR in your hands.

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Topics: Call Center IVR

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