Persistent Misuse Policy – Automated IVR for outbound
Another query from one of our members:
Ofcom regulation now covers IVM [outbound calls from a dialler that use an IVR as the agent]. Are there any users who utilise IVM? I would be interested in any group members thoughts on whether we could continue to use IVM. As transfer response rates fluctuate, it is difficult to guarantee a customer will not have an excessive wait to speak with an agent. Are IVM users going to include an inbound transfer abandoned % with their outbound abandoned rate?
Please comment and post your thoughts/opinions. Thanks!
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