Callers drop out of the menu, IVR is too deep or too long.
An IVR is not a sitemap. Maximum three options on the first level, and the most-chosen option gets the lowest number. Measure drop rate per choice, that is where the truth is.
Try this first
- 1Pull drop-rate per IVR key from PBX reporting.
- 2Trim the first level to at most 3 or 4 options, not 7.
- 3Make the most-chosen option key 1, not alphabetic order.
- 4Shorten the welcome message to one sentence, then go straight to the choices.
When to bring us in
Measure two weeks and let the numbers decide, not the opinion of whoever wrote the script.
See also
- Voys, BelXS or RoutIT, which cloud PBX fits?Three popular NL platforms, differences are admin UI, partner model and per-user price.
- Teams Phone: Calling Plan, Direct Routing or Operator Connect?Three ways to connect PSTN to Teams, cost and management differ a lot.
- 3CX: self-host on VPS or take 3CX cloud?Self-host saves licence, but you own SBC, backup and updates.
None of the above fits?
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