Please... indicate... the... problem.
So the shambling mounds who call us up on a daily basis are being constantly misdirected to my team by the crap IVR that another area set up and which we apparently can not change. About 20% of our incoming work is telling people they've chosen the wrong IVR option. The rest is trying to decipher what the mumbling technotards are muttering about.
I've been hammering on management and the phone guys for over a year trying to get this changed. My most recent email from them says that there won't be any need to change it as a month from now they're switching to a new system.
One which will direct callers based on what they answer when asked to describe the problem.
Can anyone else see a problem with this?
I've been hammering on management and the phone guys for over a year trying to get this changed. My most recent email from them says that there won't be any need to change it as a month from now they're switching to a new system.
One which will direct callers based on what they answer when asked to describe the problem.
Can anyone else see a problem with this?
