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Simplify the IVR (or remove it completely)

Published On: 16th Jul 2013 08:00 - Modified: 29th Jul 2026

When you start to listen to callers as they move through your IVR system, you will be struck by how little people like to use it, and by how it impacts the overall customer experience.

If you use an IVR you will probably need to simplify it, particularly for older people. Where possible, make sure that it is only one level deep and that it does not have more than 4 options on it.

You might even want to remove it completely.

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Simplify the IVR (or remove it completely)

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