Steve Hindley Steve Hindley

5 Common Mistakes Contact Centres Make With IVR Messages (and How to Avoid Them)

Interactive Voice Response (IVR) systems are meant to streamline customer journeys, reduce waiting times, and improve efficiency. But when designed poorly, they frustrate callers, increase abandonment rates, and waste valuable agent time.

If your contact centre is struggling with dropped calls, negative feedback, or misrouted enquiries, your IVR messages may be the problem.

Here are five common mistakes contact centres make with IVR messages and practical tips to fix them.

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