Contact Centers: How Interactive Voice Response Can Increase Customer Satisfaction& Retention

The primary reason for employing IVR automation is that you can respond more effectively, more quickly and correctly to a certain subset of questions. That doesn’t mean you’ll never need live agents to perform certain tasks. But it does mean that the live agents on your staff are being used to perform the tasks that are more complicated because they don’t have to deal with the requests that are more trivial. They are now free to answer more complicated questions more quickly, resulting in higher customer satisfaction for those people who have those complicated questions.