IVR switchboard best practices

The Voipfone IVR Switchboard is a sophisticated Interactive Voice Response system. By adding one or more IVR Switchboards to your account, callers to your business will hear a personalised greeting, followed by a series of options (for example, "Press 1 for Sales, 2 for accounts"). Based on the button they press, the caller is then routed to the most appropriate agent or department.

We offer both a Single-Menu IVR Switchboard, with just a simple list of options, or the Multi-Menu IVR Switchboard, where the caller is taken through a series of menus.

All Voipfone IVR Switchboards support the optional direct-dialling of extensions, and the upload of your own recorded greetings. You can even have your greetings recorded by our own professional voice artists.

Single-Menu IVR switchboards are included with Voipfone 500 and above, or are £5.00 per month on Voipfone Flex.

Multi-Menu IVR switchboards are included with Voipfone 1000 and Voipfone Unlimited, or are £10.00 per month on Voipfone Flex.

For help with configuring your Voipfone IVR, check out our support page.

Setting up an IVR system requires careful planning and attention to detail to ensure a smooth and effective customer experience. Here are some best practices to consider when setting up an IVR system:

Understand your customers' needs

Identify customer journeys - map out the different types of calls you receive and the typical paths customers take to reach their desired outcome. Understand common queries or issues so that the IVR can be tailored to address them efficiently.

Design your IVR menus with the customer's perspective in mind. Ensure the system is intuitive, easy to navigate, and doesn't cause frustration.

Keep the menu structure simple

Limit options - too many options can overwhelm customers. Stick to a few clear, concise choices (ideally no more than 3 to 5 per level) that cover the most common needs.

Use clear language - avoid jargon and use simple, straightforward language that any caller can easily understand.

Avoid deep menu layers - try to keep the menu structure shallow with no more than two or three levels. The deeper the menu, the more likely customers will become frustrated.

Prioritize key functions

Place the most frequently used options at the beginning of the menu to save customers time.

Always provide an option to speak to a live agent, especially for complex issues or when the customer needs immediate assistance.

Provide a seamless exit strategy

Make it simple for customers to exit the IVR system if they need to. They should be able to return to the main menu or speak to an agent without going through lengthy prompts.

Optimize for efficiency

Use call queues for each department to better handle busy periods. Customers do not want to navigate through a queue only for the call to remain unanswered. With a queue, they will know their call will be handled eventually, saving them from having to keep calling back.

Test and iterate

Before full deployment, conduct extensive testing with actual users to gather feedback on their IVR experience. This can help identify pain points and areas for improvement.

After launch, regularly review call data and customer feedback to identify areas for further optimization.

Omnichannel integration

Ensure that the IVR experience aligns with other customer service channels (like your website, chat, or mobile app). The messaging, options, and branding should be consistent.

Keep the system up-to-date

Continuously update the IVR to reflect any changes in your services, promotions, or business hours.

Ensure that all information provided by the IVR is accurate and up-to-date to avoid customer frustration.

By following these best practices, you can create an IVR system that enhances the customer experience, reduces operational costs, and improves overall service efficiency.