Manage High Volume of Calls & Improve CSAT With Multi-level IVR

Improve your call management with KrispCall’s multi-level IVR system. Segment and route incoming calls efficiently, ensuring that your customer reaches the right team or information quickly. Optimize the routing of incoming calls and boost customer satisfaction with KrispCall’s user-friendly and flexible solution.

Businesses often struggle with the challenge of managing high call volumes. And with limited phone lines, customer calls are often dropped. That’s a fact as 75% of customers believe that it takes too long for them to reach a real human agent and they often abandon the call.

However, with a multi-level IVR implemented into their phone system, businesses can efficiently navigate through call traffic. With it, they can offer self-service options, reduce misdirected calls, and streamline the call routing processes. Additionally, they can improve customer satisfaction and reduce average wait times, resulting in a smoother, more efficient call experience.

So, let’s learn what a multi-level IVR system is, how it operates, what its benefits are, and discover how it can improve the capabilities of your business phone system.

What is Multi-level Interactive Voice Response (IVR)?

A multi-level IVR is an automated call routing system that allows callers to navigate through choices in the phone menu by responding to voice or keypad inputs. There are several levels of interaction in a multi-level IVR, each offering user-specific choices or actions that may lead them to an agent, queue, information, or action as needed. It is a more advanced version of the standard IVR system that has few options. It takes the core concept of automated menus, or voice prompts to a new level by offering multi-layered options or tiers with more depth and complexity.

Being an automated answering service, multi-level IVR is used to help callers with self-service options. It helps callers reach their intended destination, which can either be a call queue leading to a human agent, knowledge bases, or an action directly.

How Does Multi-level IVR Work?

Multi-level IVR works similarly to that of a standard IVR but with more variables. Unlike a standard IVR that has limited options, a multi-level IVR system offers more customization and flexibility.

A multi-level IVR works through a series of interconnected menus and prompts, assisting customers in finding the information they are looking for. It has multiple menu options in the IVR call flow, each leading to a series of interconnected submenu listings with more specific options.

It provides callers with multiple options to self-serve themselves or just reach the exact destination they want. It offers more personalized options for customers to choose from, allows for customized greetings, and is often used to improve the caller’s journey.

Multi-level IVR vs. Single-level IVR: The Differences

Multi-level IVR	Single-level IVR
Multiple levels with sub-menus, offering a wider range of options.	Single-level menu with limited choices.
It is more complex, catering to larger organizations with diverse departments and services.	It is more straightforward and ideal for smaller businesses with fewer departments.
It is best suited for complex call routing and nuanced service offerings.	It is well-suited for basic call routing and clear departmental distinctions.
Having it can lead to faster call resolution for specific needs, reduce wait times for customers, and improve customer satisfaction.	It is easier to implement and manage and is less confusing for callers to use.

How to Set Up Multi-level IVR In KrispCall?

Setting up multi-level IVR in KrispCall is easy. To do that all you have to do is log into your KrispCall account, select a number that you own, and then click on the ellipsis icon (… button) to access number settings. Following that navigate to ‘incoming call strategy’ and click on the Call Menu (IVR) tab. After that, click on “Add an Option” and choose “Send to IVR.” Define key presses with specific greetings and destinations for each level, just like a regular IVR.

Log into your KrispCall account and look for the number list on the left panel.

Select a number you own in which you are looking to set up multi-level IVR and click on the ellipsis icon (... button) next to it. Click on Number Settings from the given options.

In the number settings page, scroll down to the Incoming Call Strategy section and click on the Call Menu (IVR) tab.

Afterward, click on the Add an Option button to set up your IVR menu.

Specify a key (Number from 0-9) and select action. The Forward to action will work as a single-level IVR and give the option to route calls to the specified agent.

For multi-level IVR, click on the Send to IVR option. Afterward, give keys, provide greetings, and assign the calls to a relevant agent/department like a regular IVR setup.

Once you are done, click on Save Changes.

Benefits of SMS Forwarding For Businesses & Individuals

Increases Customer Satisfaction

A multi-level IVR system can provide customers with a more personalized and accurate experience as it can route them to the appropriate agent, department, or knowledge base. This reduces call wait time and helps to answer customers’ queries faster, thus, resulting in improved customer satisfaction.

24/7 Customer Support

With multi-level IVR, companies can provide 24/7 service to their customers without the need for additional human support. With it, customers can get any type of help regardless of business hours, leading to increased convenience.

Cuts down Agent Workload

When using message threads, all relevant information and past interactions are readily available and often cannot be deleted. This enables customer service representatives to have a comprehensive understanding of customer history, preferences, and ongoing issues for personalized and informed responses during callbacks.

More Accurate Call Routing

With the right prompts, menus, and setup, multi-level IVR can efficiently route calls to the most appropriate agent or department based on the customer's needs. This means customer calls are routed directly to the correct representative or the right department.

Makes Business Stand Out

A well-designed multi-level IVR can project a professional and modern image that can help businesses enhance their brand perception and customer experience. This can help businesses attract new customers, retain existing ones, and create a loyal customer base.

Reduces Operational Costs

By automating specific tasks and potentially reducing the need to have live agents on site, multi-level IVR can contribute to significant cost savings for businesses.

Top Multi-Level IVR Providers : Ranked and Compare

Provider	Price	Key IVR Feature	Best for
KrispCall	Starting at $15 per user/month	Custom greeting (recorded & TTS), Call transfer, live call monitoring, voicemail transcription	SMB and large enterprises
KLOUDTALK	Starting at $25 per user/month	Call routing, auto attendants, Text-to-speech, callback scheduling	Small and medium businesses
Freshcaller	Starting at $15 per user/month	Call routing, ACD, Speech-enabled IVR, voicemail transcription, analytics	Small and medium businesses
MightyCall	Starting at $15 per user/month	Call management, auto attendants, Dial by name, Call Queues, Business Hours	Small businesses
RingCentral	Starting at $20 per user/month	Skill-based ACD, visual IVR designer, Call recording	Small and medium businesses
Twilio	Pricing based on usage	Programmable IVR, Text-to-speech, Multilingual capabilities, call routing	Developers and businesses of all sizes
NICE inContact CXone	Pricing available upon request	Input collection, AI-powered IVR, IVR Press Path report, IVRlog	Enterprise businesses
Genesys Cloud CX	Starting at $75	Drag-and-drop flow builder, Customer identification, Omnichannel bot support, Personalized routing	Enterprise businesses
TalkDesk	Starting at $85 per user/month	End-to-end mapping, self-design, self-service options, route calls to overflow phone numbers	Enterprise businesses

Using Multi-level IVR Feature in A Call Center: Best Practices

Keep It Simple

Keep menus concise & clear, offer multiple input options, and make them easy to navigate. To further simplify, avoid jargon and complex instructions.

Offer ‘Back’ and ‘Repeat’ Buttons

Give users control and prevent them from feeling trapped and ensure they reach their destination accurately the first time.

Map the Caller’s Journey

Identify all the common queries and then design a logical flow that guides callers efficiently. Cut back on unnecessary levels.

Include the ‘Speak-to-Agent’ option

Remember even the best system cannot do it all in all situations. So, always provide an option to speak with a live agent.

More Features like Multi-level IVR

Call Forwarding

Improve call management with call forwarding - never miss vital calls, boost agents’ productivity, and customer satisfaction.

Phone Tree (IVR)

Leverage KrispCall's phone tree for efficient call routing, ensuring swift access to the right department for information.

Call Transfer

Route calls instantly to expert agents, minimizing customer wait time for swift query resolution and improved customer support.

Frequently Asked Questions

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What are the best use cases of Multi-level IVR?

Organizations can use multi-level IVR for a variety of purposes such as improving customer experience and improving call management. Some of these include the following:

For efficient call routing to multiple departments.
To provide multilingual support.
Provide more self-service options.
24/7 support for urgent queries.
To deal with high call volumes.
To provide personalized greetings and routing options.
Collect data to gather call flow patterns.

Who is the Multi-Level IVR useful for?

A multi-level IVR is useful for businesses that receive a high volume of calls and want to improve their service delivery and customer experience. It is especially useful for businesses with many departments, a large customer base, or multiple office locations.

What are the differences between Multi-level Auto Attendant and Multi-level IVR?

Multi-Level Auto Attendant	Multi-Level IVR
Automated system that routes calls to different departments or extensions using pre-recorded menus.	Advanced automated system that routes calls, collects information and provides self-service options through multi-layered, interactive menus.
Can be customized with greetings, messages, and routing options.	Offers greater customization possibilities, including dynamic menus based on caller data and voice interaction.
Improves call routing efficiency, reduces hold times, and provides basic information.	Offers all the benefits of the Auto Attendant, plus self-service options, improved customer experience, and data collection capabilities.
Small to medium-sized businesses with simple routing needs.	Large organizations with complex structures, high call volumes, and self-service needs.

What are the use cases of Multi-level IVR in different industries?

Multi-level IVR systems offer a range of benefits across various industries, with specific advantages depending on the unique needs of each sector. Here’s a breakdown of how businesses in different industries can use multi-level IVR and its benefits:

Finance: Enterprises in the finance industry can implement multi-level IVRs to help their customers check their balance or recent transactions through an IVR system. Multi-layer IVR systems can also be programmed to assist in making payments.
Healthcare: Through a sophisticated IVR system, visitors can schedule new appointments or manage existing ones. Additionally, it is possible to guide patients to their results through an IVR system.
Government: Through automated prompts of a multi-layer IVR, offices can provide basic tax information and answers to common questions to citizens. Citizens can also access information about their eligibility and beneficiary status in particular cases.
Retail: Businesses can use an IVR system to provide instructions about purchases or guidance about returns/exchanges processes automatically.

How can a business improve call management with a Multi-level IVR feature?

Using a multi-level IVR, a business can significantly improve its call management. In other words, businesses can improve their call-handling processes and customer experience. Here’s how businesses can do that:

Use it to provide more accurate and faster routing of calls.
Offer more self-service to customers with customizable options.
Reduce agent workload by allowing them to answer calls only when needed.
Use it to reduce call queues, AWT, and abandonment rates.

How much does it cost to set up a Multi-level IVR feature on KrispCall?

Multi-level IVR itself is a feature included in all of KrispCall’s subscription plans. There’s no special fee for it! Simply set it up and use it to make your customers’ calling experience better.

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Multi-level IVR