IVR Best Practice: Agent Opt Out
Another best practice that we are seeing from top performers is around agent opt out. The first step to seeing results with agent opt out is to establish perception of it’s availability. In top performing companies, 79% of their customers perceived that they had the opportunity to opt out and get directly to a rep during their interaction with the IVR. Compare that with only 42% of lower performing companies. That is a big difference.