The need to both reduce costs and increase customer satisfaction has never been more urgent. Call centers cannot afford to waste agent time on avoidable calls – so they need the IVR to resolve self-servable calls and route the rest correctly. And everyone, including the IVR team, must consider their impact on customer experience. Bad experiences in the IVR can damage the brand and negatively impact customer acquisition and retention.

Large IVR projects are expensive and risky. Changing your entire IVR flow or converting from touchtone to speech, can be a huge disruption. And such large scale changes are frequently unwarranted.

This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.