Phone tree options
What is the 'ideal' number of levels in an IVR phone tree? Thank you.
PatrickMartin Founding Analyst | Expert ✭✭✭
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.1
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 someone2