IVR design & call journeys
A badly designed IVR costs you twice: the customer gets annoyed, and your advisers spend the day transferring calls that are not theirs.
We rebuild your call journey from scratch, starting from real contact reasons — not from your org chart.
Our method
- Analysis of contact reasons over several weeks: what customers actually ask for.
- Menu redesign: three levels maximum, customer vocabulary, no internal jargon.
- Automatic sorting by calling number, open case, language or segment.
- Useful waiting messages: estimated delay, call-back offer, self-service routing.
- User testing before go-live, then adjustments after one month.
The outcome
Fewer transfers, fewer abandoned calls, advisers handling the requests they were trained for. And a customer who did not have to listen to eight options before being heard.
Does your IVR deserve a check-up? We listen to it end to end and send you our recommendations, free of charge.
Let’s talk about your project. The first call is on us.
30 minutes to understand your need, tell you whether one of our platforms already answers it, and if not, estimate what a custom build would cost.