Automated Voice Response

Many of our customers experienced an increase in phone calls from applicants inquiring about their position on the waiting list. This resulted in increased interruptions to address the questions in person and is usually accompanied by a conversation about the critical need on the part of the applicant.  It does not take long for these calls to result in a decrease in productivity. Some Housing Authorities estimate that the productivity loss from these phone calls is the equivalent of one full time person.

To help our customers address the problem in a cost effective manner, we have integrated voice response which interfaces with the AS/400 Database. This system allows an applicant to retrieve information about his or her profile without interrupting Housing Authority personnel. This is an ideal way to minimize disruptions to the staff while allowing people on the wait list to find out their position. They simply call the designated phone number and, using a touch tone phone, key in their social security number. The voice response system looks up their file, and via a synthesized voice, tells them their preferences and position on the waiting list. Housing Authorities that use this system have found that applicants like the automated system better as they can call as often as they like and get an immediate, accurate response.