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(Satisfaction of clients who contact the Régie des rentes du Québec by telephone: a survey; French only)
The survey was aimed at both Québec Pension Plan and child assistance clients. Its objective was to determine whether they are satisfied with the new IVR system and in particular with its automated voice recognition and self-serve processes.
The survey results revealed the reasons clients behaved as they do while using the IVR system and allowed the quality of the system to be improved upon.
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