Before you invest in a new IVR, audit your existing one.
You might find out you don’t need a new one at all.
Most contact centers I walk into have the same problem.
As they’ve grown, the call routing never kept up:
– outdated greetings
– incorrect transfer numbers
– COVID warnings still running
Nobody’s touched any of it in years. They’ve just worked around it.
When it comes time to move to a new system,
Everything (including the issues) gets migrated.
So you’ve spent the money but you still have the same problems.
The fix is simpler than an upgrade: Audit your current call flow first.
Document everything.
Find what’s broken and fix it.
Then measure what you actually have.
Two things happen when you do this:
1. You get a clean baseline.
It tells you exactly what the new technology should deliver
And what to expect in savings before you sign anything.
2. You might realize you don’t need the upgrade at all.
Most IVR performance problems aren’t technology problems.
They’re maintenance problems.
A new system won’t fix that.
But a thorough audit will.
If you’re evaluating IVR technology right now, start with the audit.
Don’t approve the spend until you have a clean baseline.
Send me a DM on LinkedIn if you want to talk through what that audit should cover.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
