Self-service options such as web and IVR will provide anxious callers with access to information, status updates, and to steer priority calls quickly to the right advisor. IVR systems handle high volume, repetitive requests from callers extremely well, making them ideal for dealing with high call volumes during crisis situations.
IVR also provides an instant response, which is the priority in any emotive situation and promotes a far better caller experience than waiting in a queue. And, when used in tandem with real agents, it delivers significant business benefits by enabling call centre staff to focus on high-value, priority or emergency calls.
It is all part of a coordinated approach to crisis management that allows businesses to navigate their way through service issues and ensure customers are kept fully informed at all times.