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For our callers who opt out for an agent at the main menu without attempting to use IVR we offer an intelligent delay prompt with an info message highlighting the services that the IVR can satisfy. Callers are given the choice to remain in queue for an agent or return to the IVR. We have found this beneficial in getting otherwise reluctant customers to use the IVR, and our overall satisfaction rates are just as high if not higher for these callers than our general population. Callers who attempt to use the IVR and then opt, or are forced, out are not given the offer.
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