In the IVR design world there is a common phrase referred to as "Hiding the Agent". This is when you make it impossible, or near impossible, for someone to zero out for an operator. The theory behind such practice is that you will somehow magically increase your IVR call completion rates. This couldn’t be farther from the truth. This practice will only aggravate your callers.

You certainly don’t want to make "Press 0 for an operator" the first option on the menu tree, but not allowing customers to speak to an agent when they are having difficulty maneuvering the IVR is a surefire way to send them packing to your competition.

-Chris

-part of the 60 ideas in 60 days series-