I'm positive nobody listens to our phone menu
I've been looking at where some of our calls are going lately and I'm convinced people have figured out their own shortcuts through our phone system
We give callers a bunch of options for billing / account issues / technical support / cancellations etc. and somehow people still land in completely different queues. Some hit 0 until they get a person, some keep saying agent and I'm almost positive others just pick whatever option they think will get answered fastest.
Can't really blame them either to be completely honest. If I already know why I'm calling, listening to a minute of options before I'm allowed to explain myself would annoy me too
Atp I’m wondering if the whole structure is backwards. Instead of asking customers to understand which department owns their problem, would it make more sense to let them explain why they’re calling first and route from there?
Has anyone worked on an IVR or intake redesign like this? Wanna know whether routing by customer intent actually improved accuracy or just created different problems.