IVR and on-hold messages

Many customers say they hate them, but push-button choices and messages while you wait
are still widespread in contact centres. See preliminary results from our new research and
join in to add your voice.

Top trends at a glance

  • Nearly 60% only change their IVR and messages on an adhoc basis; only 5% review this monthly.
  • Almost half (45%) use only professional voice artists/recording; three quarters (75%) use them some of the time.
  • 20% use only 1 or 2 levels of choice in IVR menus, but 60% still offer more than 4 choices per level.
  • 90% of organisations play ‘music on hold’. 40% said the main aim of messages was to engage their customers, whilst 30% used this as a sales opportunity.
Read the full article.

First published in the 2013 Best Practice Guide Putting People First.print
Take a look at these articles, videos and links
Find out more about Best Practice in IVR and On-Hold telephony
IVR and messages on hold: can they work for customers?
IVR and On-Hold Message Best Practice Workshop


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