The Least Frustrating Call Center IVR Setup
A call center IVR is a software that automatically routes callers to the right place based on the things they say or the buttons they push. You’ve almost certainly interacted with one of these if you’ve ever been on a call where you had to press 1 for English and 2 for Spanish––they’re incredibly common, and can be very useful when managed effectively.
The problem is, most customers hate call center IVRs, and with good reason. Poorly designed IVRs can be a test of a customer’s patience and temper, making them have to sit through endless menu options, routing them through circular menu loops, and dropping the call right when they’re about to get to where they need to be.
Why Call Center IVRs are a Necessary Evil
Although IVRs can be frustrating to customers, most companies don’t have the budget to hire enough human agents to answer every single call right away.