2019 Interactive Voice Response Wait times 
Comm100
AUGUST 5, 2020
Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk. What not to do. What to do.
Fonolo
FEBRUARY 14, 2023
FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. These IVR-based systems screen callers with simple questions and direct them to the right agent or department. This can help to reduce wait times and improve the customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
FEBRUARY 20, 2020
According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.
Stafford Communications
SEPTEMBER 10, 2019
Interactive voice response (IVR) systems have been in place in call centers for decades. AI-assisted automation helps improve the customer experience by reducing wait times, extending operational hours, and helping to make the process more efficient. Here’s how. How is AI Being Used In Call Centers?
Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.
CSM Magazine
MARCH 26, 2020
Tag in September 2019. experience offers voice (cellular and VoIP), voice IVR and visual IVR, and messaging (SMS and in-app chat). and UJET worked together to optimize IVR trees and customize direct access points for custom, contextual support interactions. released Wag!
SharpenCX
NOVEMBER 19, 2019
View last year’s metrics and interaction volume alongside historical reports from years prior. Then, look at your average volume for 2019 so far compared to 2018. Be clear and upfront with your agents about this ahead of time , so they have time to plan around any blackout dates. I opt for the call back, every time.
Expert insights. Personalized for you.
52 
Let's personalize your content