The top 5 mistakes when implimenting IVR Messages

We create a lot of IVR menus for some very reputable companies, but you’d be surprised at how many companies don’t have comprehensive and easy to navigate menus, before they find IVR Recordings of course.

I’m sure you’ll have a few companies in mind who could really do with simplifying their current menu. Usually larger companies need IVR menus because their call handlers cover many different aspects of their company, with a lot of departments comes a lot of options and usually a lot of confusion.

We can think of plenty of ways to improve your current IVR System or give you some pointers to consider if you’re thinking of getting some recordings. In our opinion these are the top five mistakes made in IVR recordings.

Options Overload

Calling a company takes time, if there’s a long introduction at the start of your IVR, it is time to consider cutting it down. The issue is you’re providing a lot of irrelevant information to someone who might know exactly what department they need to speak to, especially if they have called before, forcing your caller to endure a two minute spiel that likely infuriates them before they’ve even reached your menu. We’d advise to only really have the necessary bits and bobs in the welcome message, after all it should be just that, welcoming! Avoid including your company history here as this is best saved for your on hold messaging.

Massive Menus

Your menu should be really straight forward with clear directions for the caller so they know exactly what to select. Having a simple IVR menu will save you time and money, meaning calls are directed to the right department first time, rather than having your customer passed from one department to the next which not only takes time for your employees but leaves your customer feeling like they’ve been passed from pillar to post. We’d ask you to consider where your options eventually lead to, if more than one option leads to the same department then merge them!

No Exit

It’s a familiar story, you need to make an important call but know you’ll be placed on hold so try to do so on your lunch hour or after work. When a customer takes time to contact your business, your IVR system should reassure them immediately that they’re query is going to be resolved quickly and hassle free. There’s nothing worse than calling somewhere and missing the options, either resulting in a panicked press of the wrong option in the vain hope it was the right one (likely wasting time when they get through to the wrong department and have to be transferred) or it means the caller has to hang up and re-dial. This could all be resolved by one last message, to hear the options again.

Melancholy Music

Call us bias but we hate rubbish on hold music. No matter how big or small your company is, you should come across as professional, particularly when the first point of contact your customer has with your business is through your phone system. Playing a muffled recording of Vivaldi’s Four Seasons into your callers’ poor ears for twenty minutes doesn’t quite give off that image. We’ve got a range of music available to suit lots of different types of business. Do you think it’s time to change track yet?

IVR Journey

Finally the most important point we’d like mention is that your IVR is never finished, you need to keep it up to date, interesting and relevant to the direction your business is taking. Managing your IVR system is really important, if you don’t think any of the mistakes above apply to your current system then we’d advise you to take the customer’s journey and call your company to listen first hand and see how easy your options are to navigate. This should highlight any areas to you that you think could be improved and simplified for your customers. Once you’ve done that, it’ll be time for you to give us a call!

How many levels does your IVR Menu have?

If your IVR takes callers more than four layers into the IVR Menu System then you're probably upsetting your callers and causing extra stress when all they want to do it talk to you.

This might sound like we're talking ourselves out of a work but it's also our job to help clients to rationalise and simplify their IVR System so it works for callers.

So let us take your maze of IVR options and sub menus and work our magic.

Your callers and customers will love you for it!

Call us on 0800 0112 123 or email to get started.