Inbound calls to Interactive Voice Response (IVR)-Hispanic

Superior Results Delivered :

Actual results were 660% increase in calls using the Hispanic IVR, 132% increase in productive calls while using the IVR, 7% decrease in average talk time (ATT).  Annual overtime savings was $405,000. The results, using the 4 helpful ideas, were replicated in the Florida English-speaking call center.  They had a 466% increase in calls using the IVR   Annual overtime savings was $1,875,000.