What can IVR do well?
Recognise a regular caller's number and offer their usual pick-up, read out the car's arrival time, and send callers to the right queue. It handles peaks when every call-taker is busy.
Where does it fail?
New addresses, unusual requests, accessibility needs and upset customers. Always offer a route to a person, and keep menus short.
What should sit behind the phone line?
Whatever answers the call, the booking should land in the same system as app and web bookings, with the call logged next to it (calls).
Frequently asked questions
Do customers like IVR?
Regular customers often do for quick rebooking; new callers usually want a person. Offer both.
Is IVR the same as a call centre?
No: IVR is the automated menu; a call centre is people answering calls.
