Devoted to the call center industry, the agents on the phones, and their managers

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.