Expanded Caller Experience and IVR Review — Tier 2

An expanded, authorized review of up to four caller reasons and the IVR pathways used to address them.

IWS reviews approved caller reasons across eight authorized test calls, documents observed routing, messages, transfers, and access points, and compares available client documentation with the caller experience. Phase 1 establishes the preliminary IVR structure and test plan; final work provides comparative findings and an improvement roadmap. The service does not evaluate individual employees.

Often a good fit when

Leaders need a broader review of several caller reasons and routes
Documented call flows may differ from what callers experience
The organization needs comparative findings before planning changes
The request involves one defined customer-facing IVR

What is included

Review of one customer-facing IVR
Eight authorized test calls across up to four approved reasons for calling
Phase 1 preliminary IVR structure and test plan
Approximately 10–15 pages of findings, excluding appendices
Documented-versus-observed comparison and comparative findings matrix
Pathway graphics and call-verification log
Prioritized improvement roadmap
Practical Practices Guide
One 60-minute leadership findings discussion for up to six participants

What this is not

Mystery shopping or employee-performance evaluation
Comprehensive technical IVR audit, accessibility certification, cybersecurity assessment, or regulatory-compliance determination
Review of multiple separately configured IVR systems unless separately quoted
IVR programming, implementation, or system configuration
Work outside the defined tier scope; additions require approval and advance payment