IVR Decision Trees Configuration Guidelines

The decision to build an automated attendant application is mainly driven by the fact that it proves to be cheaper in comparison to hiring a large number of agents; nonetheless, it must be aimed at not only cutting operating costs, but also reducing customer effort and delivering top level caller experiences.

In order for you to achieve such targets, listed hereunder are some useful guidelines for developing effective, user-friendly interactive call flows.

  1. Appropriate event-triggered prompts: enliven system navigation by playing concise context-specific greeting or instruction messages in accordance with client input.
  2. Consistent, straightforward menus: avoid ambiguous and redundant menus; limit them to 5 options or less.
  3. Frequency-based option arrays: order available courses of action depending on the number of times they are selected.
  4. Live help shortcuts: offer callers a direct route for getting through to an agent in the event no alternative fully meets their requests (for instance, “dial 0”).
  5. Operator schedule notifications: inform calling parties of staff members’ working hours whenever live assistance cannot be provided so they are immediately forwarded to a voicemail and do not get to wait on the line.
  6. By means of this methodology you will make the most of investing in an innovative communication and interaction means, which translates into enhanced service availability and customer loyalty.