IVR Don'ts

Don't offer breakout to a representative just because you have a call center operation - if breakout is "too easily" available, then your costs could go up.

Don't forget how important managing your system is - it would be best that you know that your system is not available or has a glitch than to find out from a customer.

Don't assume that implementing an IVR is going to solve all of your call center volumes. An IVR that is poorly implemented could actually raise your costs and call volumes into your call center.

Don't be surprised if a customer complains about your "wonderful IVR" - there are several people who don't wish to deal with a machine.