Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers
A . Simplify the interactive voice response (IVR) tree.
B . Set up Email-to-Case.
C . Use Assignment rules and case queues.
D . Add additional agents to lower average hold time.

View Answer

Answer: A, D

Explanation:

An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line.

Verified Reference:

[Interactive Voice Response (IVR)] and [Call Abandonment Rate]