Taking the reins – Managing Interactive Voice Response (IVR) and Call Centre Wastage;

29.2.2012

“Over 35% of telephone calls going into call centers are re-work or waste using a strict lean consumption or lean manufacturing lens.”  

Ron Whatford, Lloyds International

Nobody wants to spend a lot of time calling their bank or Financial Services provider, so why is it that these institutions (and others such as government departments, emergency services, utilities and mobile providers) handle hundreds of thousands, or in some cases, millions of calls each year?

Call Centre management spend time on improving the time it takes to handle a call (including IVR and reducing idle times) and the quality of response (call quality) but don’t always consider why it was necessary for the call in the first place.