Airlines Interactive Voice Response Wait times 
JustCall
MARCH 23, 2023
Well, IVR could help you fix this little problem easily. IVR Interactive Voice Response is a telephone-based menu system that allows the identification, routing, and segmentation of callers to the most suitable agent within a workforce. How does IVR work? IVR is the first responder to a call.
CCNG
JULY 3, 2024
Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Aspect
APRIL 17, 2018
Her first call to TSA threw her into an IVR loop she couldn’t seem to get out of. It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy.
Outsource Consultants
SEPTEMBER 14, 2021
This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. It’s no wonder customers have such low expectations.
SharpenCX
APRIL 8, 2020
Include updates and important messages in your IVR. Customers interact with your IVR before they reach a queue. Proactively serving up helpful info in your IVR – like disclosing excessive wait times – prevents queue overflow and pointless agent interactions. Do customers misunderstand your IVR?
Fonolo
JANUARY 5, 2021
Virtual queuing can be initiated in several ways, but the most common is what we call ‘ Voice Call-Backs ‘ or ‘FIFO virtual hold,’ where a caller is offered the option to receive a call-back instead of waiting on hold. This means that the customer is still forced to wait on hold for a short time.
Babelforce
NOVEMBER 4, 2021
It’s similar to self-service IVR but for messaging. Just encourage customers to switch channels within your IVR. You’ll cut customer wait time and your team will have fewer calls to deal with. #5 Offer customers several options to choose from when they start a conversation to help them find answers.
Expert insights. Personalized for you.
98 
Let's personalize your content