Creative contact centre optimisation

The main purpose of an IVR is to either assist a customer with a request/task or to route a call to the correct agent for help. However, many people's experience of IVR systems is one of a poorly designed call flow, with a seemingly endless series of options and prompts, wondering if they'll ever be able to get the answer or help they want, leaving them frustrated and confused. 

But it doesn't have to be that way...

Looking at the full range of contact centre touch points, we’ll put ourselves in your customers’ shoes to understand the complete customer experience and identify what works and what doesn’t. Then we’ll work with you to empower your team to build better relationships with your callers, increasing both agent motivation and caller satisfaction, all while immersing ourselves in your brand.