Caller Experience and Limited IVR Review — Tier 1

An independent review of selected IVR pathways and the caller experience they create.

IWS documents observed routing, messages, transfers, access points, and practical improvement opportunities without evaluating individual employees or representing the work as a comprehensive technical audit or certification. Work is typically completed within 15 business days of the confirmed project start date. IWS confirms the start date after receiving the signed agreement, full payment, and all required client information.

Often a good fit when

Leaders seeking an independent review of selected caller pathways
Organizations whose phone menus or routing may no longer reflect current services
Organizations that need documented observations before deciding what to improve
Organizations with one customer-facing IVR and a defined review objective

What is included

Review of one customer-facing IVR
Five authorized test calls: four during published business hours and one after hours
Review of up to four client-selected reasons for calling
Approximately 5–7 pages of findings, excluding appendices
IVR overview, selected route summaries, pathway graphics, and call-verification log
Up to five prioritized recommendations
Practical Practices Guide

What this is not

Not mystery shopping or an employee-performance evaluation
Not a comprehensive technical IVR audit, accessibility certification, cybersecurity assessment, or regulatory-compliance determination
Does not trace every possible IVR pathway
Does not include IVR programming, implementation, or system configuration
Work outside the defined tier scope is separately quoted and requires client approval before it begins

Optional add-ons

Final findings discussion (30 minutes)Priced after review
Optional 30-minute discussion of final findings, scheduled after IWS confirms availability and scope.