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Managing "robo" or dead air calls Messages in this topic - RSS

Hethrj
Hethrj
Posts: 1


9/23/2016
Hethrj
Hethrj
Posts: 1
One of our contact centers receives a high number of “robo” or dead air calls. These calls remain on the line after IVR options are provided and may end up in queue until the call is answered by a rep. We are researching options to address these calls before they are routed, since they can impact servicing our customers.

Interested to know if anyone has experience with managing “robo” calls or disconnecting callers if they do not make an IVR selection? Our IVR does provide an option for customers to zero out, however we recognize some callers may not select an option and we could potentially disconnect some customers.
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