FortisBC solution allows call data to be monitored in real time

When FortisBC noticed an increase in its IVR call abandonment rate over a period of two years, the utility launched a project that identified IVR usage patterns and the amount of time that customers were on hold prior to them hanging up. The utility’s workforce planning group developed a solution that gave management real-time call data, enabling more agile and flexible resource allocation and workforce planning for an improved customer experience.


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