To increase the utility of its call center, KeyCorp is testing customer receptiveness to automated sales pitches.

The Cleveland banking company recently completed a month-long information-gathering phase in which 15,000 users of its voice response unit, or VRU, heard targeted sales messages. Half the users heard full- blown pitches, lasting 20 to 30 seconds, and half heard six-second teasers with instructions for how to get more information.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.