According to our poll, over a quarter of contact centres have reviewed and updated their IVR within the past month.
However, it was proven most common to have reviewed and updated the IVR system within the past year, as 40% of those surveyed had done.
Poll – When did you last review and update your IVR? – answers
- Within the past month – 26%
- Within the past year – 40%
- Over a year ago – 14%
- Never – 10%
- Don’t know – 10%
Source: Call Centre Helper webinar: 5 Steps to Streamlining Your IVR System Sample size – 148 Date: March 2015