Contact center & IVR customer experience - managing expectations

Contact center & IVR customer experience

Telcos that communicated wait time expectations upfront and offered a call back service were rewarded with positive experience scores despite long wait times. However, only 21 percent of operators sampled offered a call back service.


Global Chair, Media & Telecommunications

KPMG Australia


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Contact center & IVR customer experience

Many of the network operators’ IVR systems were overly complex, and the experience of negotiating IVR menus varied widely.

“Being in a country where 90% of the population is expatriate, the customer service of the telecom operators in United Arab Emirates need to be prepared to address a multi-cultural customer environment, providing products and services that can cater for the needs of all customer segments. - Ricardo Faria, Manager, KPMG in the United Arab Emirates (UAE)

We found contact centers often did not fully exploit opportunities to cross-sell and up-sell and we recommend the use of real-time decision software to provide targeted products during the sales process and to prevent operators trying to sell to customers when there is an open trouble ticket.

Agents need to be empowered and incentivized to solve complaints and problems at first contact, and where customers have to be transferred it is essential that their information be transferred so they do not have to repeat themselves.

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