How often have you heard people say something negative about an organisation's use of IVR? Have you ever stopped to review why? Sometimes it is down to technology issues, but more often it is practical issues, such as the number of options a caller is required to listen to, only to have a live representative say they cannot help without relevant reference details to hand.

Manage the caller’s expectation from the start. State the reference information required in all communication where the number is seen - repeat the message in your IVR scripting and explain how it will improve the effectiveness of the call. Test the IVR routing regularly, so callers reach the right department the first time - then give them what you said you would! Finally, review your IVR script and the options within it regularly, using customer feedback to shape the script. This can only lead to more positive experiences.

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