In any contact centre, there are some calls (both inbound and outbound) that essentially boil down to saying the same thing over and over again. These repetitive conversations cover everything from human resources functions (such as people calling to ask how much leave they have) to product support and account cancellations.

“Hey Steve, it’s Thandi from Sales again. I wanted to follow up on that order I sent through last week. How close are we to fulfilling it? The client’s starting to ask questions again.”