Dáil Éireann Debate, Thursday - 21 March 2013
121. Deputy Sean Fleming asked the Minister for Jobs, Enterprise and Innovation if he has considered the use of, or implemented, integrated voice response systems in his Department's phone systems or in the phone systems of agencies within his remit; if the staff and salary cost savings which might arise have been assessed; and if he will make a statement on the matter. [14503/13]
View answerMy Department has implemented an integrated voice response system for customers contacting the Department on its advertised numbers. The majority of the Offices under the aegis of my Department have also implemented IVR systems. The use of IVR systems by the agencies under the remit of my Department is a day to day operational matter for those agencies.
While the staff and salary savings have not been formally assessed, the introduction of IVR systems has allowed local management to make more efficient use of the staff resources originally tasked with answering phone calls. It has also resulted in a more tailored service to the public.
