Reader’s Digest Association Inc. anticipates the number of customers who enter account numbers into its interactive voice response (IVR) system will increase 50 percent, following the installation new call center routing technology.
Its four call centers handle roughly 3 million calls annually. New routing technology will distribute inbound calls to designated customer service agents, by matching the type of call to agents with specific customer service skills.
The new routing system is supposed to reduce the need for customers to repeat certain account information and improve overall customer service.
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