Get customers to write the IVR

All too often, the IVR functions are written internally without involving customers in the process until it is too late.

Get customers involved in the process of designing the IVR.  You will probably get a much better call flow.

Published On: 11th Jun 2013 - Last modified: 1st Jun 2017
Read more about - Jonty's Tips,

  1. Completely agree! And most importantly they will force you to get over your inside-out thinking!

    Think like customers to engage with customers.

    Dougie Cameron 11 Jun at 9:02 am
  2. Thanks Jonty. The idea makes complete sense, but how can it be implemented? Through customer surveys perhaps?



    davidferji 18 Jun at 2:19 pm
  3. I think that a focus group would probably be the best way to do it. You could ask on your Twitter or Facebook page for some volunteers and bring them into your offices for a workshop.

    jonty pearce 19 Jun at 9:36 am
  4. Jonty, many thanks for the advice.

    davidferji 19 Jun at 4:16 pm
  5. Bringing them to your office defeats the purpose of and value of such a brilliant crowdsourcing idea. Recommend you conduct this “brainstorm” in an online forum instead.

    Asif Sajid 20 Jun at 11:16 am
  6. I would like to know if anyone has taken this action by doing an online survey. Which questions did you ask? How did you inform the customers in basic languages (so not using jargons) for them to understand what we would like to get out of this survey?

    Mieke Schutters 20 Sep at 11:12 am
Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.