Money and time are two important factors in call centre operations. Therefore, IVR software or interactive voice response is a necessity. With this, there is no longer a need for a caller to wait in queue before addressed by an agent since this software makes it possible for contact centre to respond to a customer’s call right the moment the call is placed. The system will handle frequently asked questions by itself as well. This way, those calls that need the most attention will be addressed by your agents. With this, a call centre will be able to provide a productive operation 24/7 as its capacity is enhanced.