After a lot of research we have now installed a new menuing system into our contact centre. This system in probability should have voice recognition capabilities of around 99.9%, with the ability to allow both caller and menu system to break into responces.

Yes we have re-introduced humans into our front end. Although we use Symposium we have decided to get all calls answered by humans and then allow those humans to place the caller into the Symposium system.

Findings. Callers are more willing to hold as they feel confident they are in the correct queue; callers are happier when answered because they actually spoke to somebody early on.

Dont get me wrong we still use the capabilities of Symposium, but with that human touch. Overall increase in staff ? No. Because we dont have to overstaff skillsets to handle callers who came to the wrong place.

Simple but effective.

Paul D-S