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A Great IVR Story

May 17, 2005

In response to my column in the May issue of Customer Interaction Solutions called "Clean Up In The Self-Service Aisle," I got a response today from a reader who relates the following story:

There's an unverifiable (for a reason) story about a call center manager whose boss directed him: "We're still getting too low a percentage of calls handled by the IVR. Fix it."

His solution?

Adjust the menu options to prevent opt-out to an agent. Percentages jumped AND so too did call volumes since people kept calling back in order to try and beat the IVR.

Manager: "Well boss, not only did I increase the percentage of auto-handled calls, but I did it and at the same time our total call volume increased."

He got his performance bonus as a result.




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