☰ Menu


When rational call routing becomes a negative customer experience.

One of many fascinating findings in Ultracomm’s “It’s Still Good to Talk” research is this: 34% of callers to UK contact centres face more than one set of options to navigate – which must directly contribute to the 7% of callers who gave up on their call.
Technologies like IVRs which allow contact centres to better understand the nature of the calls they are receiving and/or route them to the right agents can be very useful, but anything that stands between a consumer and the person they want to talk to should be treated with great caution. “Press or say 1 for this and 2 for that…” can cause customers’ hearts to sink and the 7% who subsequently give up trying to speak to your people are unlikely to stick with you much longer

We use essential cookies to provide necessary website functionality, we would also like to use additional cookies for additional functionality and third party cookies to track your visit, please accept or reject to inform us of your preference.