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.

1. Making Menus Too Long or Complicated

The mistake:
Lengthy menus and complex trees overwhelm callers. Frustrated customers either press “0” to bypass the system or hang up altogether.

The fix:

• Limit menus to 3 - 5 clear options.

• Group related choices logically.

• Use simple, natural language.

• Test the flow yourself as if you were a caller.

A short, logical menu improves call routing and customer satisfaction.

2. Using Jargon or Internal Terminology

The mistake:
Phrases like “Accounts Receivable” or “Technical Escalations” may make sense internally, but they confuse customers.

The fix:

• Swap jargon for customer-friendly language.

• Say “Billing enquiries” instead of “Accounts Receivable.”

• Always use plain English.

Clear language ensures callers select the right option first time.

3. Failing to Provide Self-Service Options

The mistake:
An IVR that only forwards calls underuses its full potential. Customers with simple needs, checking balances, resetting a password, or tracking an order shouldn’t need to wait for an agent.

The fix:

• Enable self-service for routine tasks.

• Keep it fast, secure, and simple.

• Always leave the option to speak to an agent if required.

Self-service reduces call volumes and boosts efficiency, while giving customers control.

4. Neglecting Professional Voice and Tone

The mistake:
Low-quality audio, inconsistent voices, or flat delivery make your brand sound unprofessional and untrustworthy.

The fix:

• Use professional voice talent.

• Match tone of voice to your brand identity.

• Audit recordings regularly for consistency and clarity.

A polished IVR reassures customers and projects professionalism.

5. Not Updating IVR Messages Regularly

The mistake:
Menus that include outdated offers, incorrect opening hours, or inactive extensions create confusion and damage trust.

The fix:

• Review and update scripts at least quarterly.

• Check seasonal information, service changes, and routing paths.

• Keep content accurate and relevant at all times.

Up-to-date IVR messages reflect a customer-focused contact centre.

Final Thoughts

Your IVR system should simplify, not complicate, the customer experience. By avoiding these five mistakes, contact centres can:

• Reduce call abandonment

• Improve first-contact resolution

• Strengthen customer loyalty

Why not audit your IVR today?
Call into your own system, experience it as a customer would, and identify quick wins. Even small improvements can deliver measurable results for both your customers and your agents.