Phone tree options

Francesco DiMauro
Francesco DiMauro Member
in Services Delivery & Operations

What is the 'ideal' number of levels in an IVR phone tree? Thank you.

Best Answer

  • PatrickMartin
    PatrickMartin Founding Analyst | Expert ✭✭✭
    Answer ✓

    Hi Francesco,

    I'm not a phone tree expert, but from the times I've had to go through this, you would try to limit to 4-5 menu options, and maximum 3 layers of decision tree. This is where the abandon rate seems to get higher when you have more than 3. I hope this helps.

Answers

  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    Ideal: no more than 3. You see a lot of differences around, but more than that you get lost on the menus and want to talk to someone

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