The Largest Online Community for Contact Centre Professionals
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16th July 2013
When you start to listen to callers as they move through your IVR system, you will be struck by how little people like to use it, and by how it impacts the overall customer experience.
If you use an IVR you will probably need to simplify it, particularly for older people. Where possible, make sure that it is only one level deep and that it does not have more than 4 options on it.
You might even want to remove it completely.
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
