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With multi-level IVR, they were engaged/warmed on auto. They are able to assess factors like average talk time, average hold time, and callersatisfaction level among others to figure out which agent needs more training and guidance. InteractiveVoiceResponse (IVR). Help customers help themselves.
Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Slow answering can lead to a high call abandonment rate or low customer satisfaction. If your agents can resolve an issue during the first call, your IVR and other systems are directing customers successfully. Returned calls.
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