Provide dynamic menus, wherever possible, that are tailored to the services available to the caller. Don't offer callers options that are not available to them under their specific service level. If callers transfer out, provide the answering point with information about the caller and where the caller was in the system. Their expectations are set in advance. It's quicker - no hold time.
Customers get reduced rates or rebates.
Customers do not get better service if they choose not to use the system. Whether you are planning to implement voice response or you already have a system in place, take a moment to consider what sort of experience you'd like your customers to have. If reality falls some way short of the ideal, it might be time to consider how improvements in the user interface will help you deliver better service and increase system utilization. Founded in the US in 1980, Vanguard helps corporations improve how business operates through the design, development, and implementation of communications technologies, such as voice and call processing, voice messaging and response, and CTI in workgroup and call center applications. Home Used with permission.