The world’s leading multi-participant loyalty programme, Air Miles, has launched its Interactive Voice Response, or IVR. The system will provide its members with 24 hours service, 365 days a year, and has proven to be a very effective way of handing high volumes of calls and improving customer service in businesses around the world. IVR will provide customers more personalized service by identifying each caller and it offers a range of self service options, allowing the caller to initiate instant transactions.
“Members will be able to select their preferred language, update their personal details, request information via email, redeem rewards or obtain instant account and balance updates” according to Fouad El-Qassem, Loyalty Services Director, Air Miles Middle East. El-Qassem said previously these services required a live agent and were less instantaneous.
