How to Create IVR Menus on Multiple Levels?

A multi-level Interactive Voice Response (IVR) system is an auto-attendant phone system that helps callers navigate through a series of recorded menus to find the correct departments.
 

It uses pre-recorded voice prompts, speech recognition, or touch-tone buttons to guide callers in getting their required information. This speeds up the process and creates a more personalized experience, reducing wait times and boosting customer satisfaction.

The main difference between single-level IVR and multi-level IVR is how the menus are set up. Callers hear a simple menu in a single-level IVR with just a few options; however, a multi-level IVR offers more menus.
 

In a single-level IVR system, after the caller chooses one option, they are sent directly to the proper department or given the necessary information. In a multi-level IVR system, when callers select an option from the first menu, they are given more choices, which may lead them to the correct department or service. Multi-level IVR also gives you an edge when incorporating multilingual support.

A multi-level IVR guides callers through a series of menus to help them find the exact service they want. It builds on the basic single-level IVR system by adding more layers, or “tiers,” to the menu. In other words, instead of just one menu, you get several menus, and each can have even more choices.
 

For instance, when a caller first dials in, they hear a main menu with different options, like:
 

• “Press 1 for English, Press 2 for French.”
• When customers choose option 1, they may see additional menus, such as “Press 1 for Sales, Press 2 for Support.”
• After selecting an option, the system gives more specific choices. For example, if the caller presses 2 for Support, the following menu might say, “Press 1 for Technical Issues, Press 2 for Billing.”

The process can continue through several levels until the caller reaches the correct department or service.

Best practices for multi-level IVR systems are keeping your IVR menus simple, allowing callers to fix mistakes, and making it easy to reach a live agent. Additionally, keep tracking your multi-level IVR system and updating it based on customer interactions.
 

• Keep IVR menus short so callers aren’t overwhelmed by too many choices.
• Always explain what each option is for before asking callers to choose.
• Let callers try again if they make a mistake instead of hanging up immediately.
• Make it easy for callers to talk to a live agent when they need help.
• Check which IVR options callers use most and update the system based on this information.

Multi-level IVRs automate call routing, reduce manual work, and cut service costs by allowing self-service. Additionally, they work 24/7, helping businesses serve customers at any time.
 

1. Both traditional and speech-enabled IVR systems automate call routing, reducing the need for manual work and improving efficiency.
2. Multi-level IVR cuts service costs by letting customers solve problems independently and reducing the need for live agents.
3. With 24/7 availability, multi-level IVR helps businesses serve customers worldwide without needing employees at all hours.
4. Some IVRs can ask customers for feedback after the call, helping businesses track agent performance and find improvement areas.

Multi-level IVR helps businesses handle high call volumes efficiently, improve customer experience, and reduce costs. It guides callers through multiple menus, ensuring faster service and accurate routing.
 

Calilio offers an easy-to-use advanced IVR system that is customizable, has multilingual support, and gives complete insights about callers’ patterns for a more personalized approach. It’s also affordable and uses advanced call routing to ensure callers reach the correct department. Sign up today!