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: