Auto Attendant Question

[BaseBall2000]

I was wondering if any one knows where I can find some information on , say, best practices for setting up Auto Attendant menu’s … The menus that the customer has put together are rather long and we are starting to get complaints from the folks calling in…We tried to direct them to making the messages brief, but…so if I could show them some documented best practices may help my case …Thanks

 

[unkalary]

What type of system are you using. CallPilot? Mermail? Expand on what you are trying to do. Let us know and maybe we can direct you to the correct place

 

[BaseBall2000]

We are using MM, the Auto Attendants work fine but they are two long…the department heads feel a need to have as much information as possible in their scripts…I get customer complaints that they are lost …He I had some sort of Best Practices doc for setting up AA’s this would help my case in getting the department heads to revise the scripts…Thanks for any help

 

[Magpye]

Try these links.

http://www.softspeak.com.au/ivrpap98.htm

http://www.tiresias.org/guidelines/ivr.htm

Ironically, the first link makes the valid point of keeping the prompts and menus concise, then proceeds to waffle on for several more pages on the same things.

However, it should give you enough backing information to prove your point.

Another effective tactic I resorted to when confronted by over zealous marketing execs, is to make them sit through their own IVR.

After two or three verbose prompts, they usually get the idea, and go with your earlier suggestions..

 

[BaseBall2000]

This is just what I needed....Thanks MAN!!