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May19
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 IVRs are in integral part of any sizable call center operation. When properly utilized, IVRs can help control the number of calls that make it to a live rep by offering various routing options, and providing lots of useful information at the customer’s request. It is unlikely that an IVR will be used as it is depicted in this cartoons, but telling people how long the wait time will be is certainly an option available in many systems.
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I agree, IVR's are quite useful - we use it primarily for customers to make payments and check their balances. Yes, we also use it for wait times, but we typically only exaggerate them a little, so as to set realistic expectations. I love the cartoon though - that has happened to me once or twice. Thanks!
Posted by: Starbucker | May 20, 2006 1:16 PM | Permalink to Comment