USPS OIG Report: 1-800-ASK-USPS – Interactive Voice Response System

Posted on September 23, 2021September 23, 2021 by 21cpw

September 21, 2021 (RISC-WP-21-010) The Postal Service’s Interactive Voice Response (IVR) system attempts to quickly resolve a customer inquiry without transferring the caller to a customer care agent. Between fiscal year (FY) 2018 and the first eight months of FY 2021, the IVR system’s containment rate – the rate of calls not transferred to agents…

USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

Posted on August 20, 2018August 20, 2018 by 21cpw

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…