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02-01-2006, 04:58 AM
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IVRS and SYMPOSIUM Integration
Guys, I'm new here. I'm a project coordinator here in our call center company in the Philippines. I've got a new project that went live smoothly for three months, now our client requested to have an IVR (Integarted Voice Response) system. So I designed the call flow and all. I decided to test the IVRS online for a week. I was surprised when our TSF went down and abrate went up. And there were discrepancies on the Total Volume and Abandoned calls when I generated the reports on my symposium. I was just curious to ask what went wrong? I suspect that maybe its because of the call treatment? or how do i measure the TSF and Abrate?
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JERY DE JESUS ESPARAS Project Coordinator Service Quality Department Dynamic Outsource Solutions, Inc. 
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