Many of the network operators’ IVR systems were overly complex, and the experience of negotiating IVR menus varied widely.
- Ricardo Faria,
Manager, KPMG in the United Arab Emirates (UAE)
We found contact centers often did not fully exploit opportunities to cross-sell and up-sell and we recommend the use of real-time decision software to provide targeted products during the sales process and to prevent operators trying to sell to customers when there is an open trouble ticket.
Agents need to be empowered and incentivized to solve complaints and problems at first contact, and where customers have to be transferred it is essential that their information be transferred so they do not have to repeat themselves.