Automated Options/ivr

[Paul Bradley]

I currently work within a 200+ strong financial call centre servicing new and existing customer accounts.

We have managed to keep our IVR options down to a absolute minimum to ensure our customers speak to a human being as soon as is possible. However we are constantly looking to improve our service either through reviewing current processes or introducing new technologies.

I would appreciate any advice/experiences on any new technologies, which have worked well in similar call centres i.e. Computer Telephony Integration (CTI), Answerphone, Voice Recognition & Voice Processing.

In addition any statistics or survey results which have been conducted in relation to these areas would be greatly appreciated.

[jeffchow]

Hi Paul,

You might want to consider re-design the IVR application to cater for self-service and enable the application with speech recognition (try +65-63646333). With CTI, will enhance your call centre to provide better service, include other channel, like web, email, web call back etc.