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I am looking for some statistics on the success rate of customers completing ID&V in an automated IVR rather than with an agent.

Can anyone share any papers or insight?

Many thanks in advance.


Call Centre Helper

I've not seen anything
I've not seen anything published on this. I think that it tends to depend upon your type of industry.

Generally ID&V tends to take place on the web than through the IVR. The problem is that IVR input was more geared to phones with physical keypads. Now with smart phones it is difficult to listen to the instructions and press the keypad.

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