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There will always be callers who need extra assistance, especially those calling for the first time. Provide a person who can handle callers having trouble with the voice response applications. As a general rule, allow callers to try to enter information only two or three times. Then, if they are not successful, transfer the caller to an attendant. Allow callers to speak with an attendant by using a key press (like zero), or by speaking a key word (like attendant, operator, or help).
