We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
Listen to the main takeaways from our latest TSIA World Envision conference at TECHtonic podcast now!

Phone tree options

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.


  • 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