My company is thinking of introducing an IVR and we have some concerns over how our customers will respond to it. We have been trailing an IVR out of usual business hours and surveying the participants and so far have received a positive reception. O

My company is thinking of introducing an IVR and we have some concerns over how our customers will respond to it. We have been trailing an IVR out of usual business hours and surveying the participants and so far have received a positive reception. Our reason for introducing an IVR is due to a relavtievley high abandoned call rate due to calls being re-routed through various queues. We are proposing the introduction of a very basic IVR 1. Parts 2. Service 3. Sales 4. All other enquiries We think this will provide better customer service as customers are channeled through to the department they require instead of being transferred by an agent. All calls currently come through to the one telephone number, regardless of the enquirey. I'm looking for any advise from people who may have rolled out a similar IVR and what their experience was... Thanks David