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Cardiac-eu.org

Checklist for Interactive Voice Response (IVR)

No significant benefits No significant benefits
Minor benefits Minor benefits
Major benefits Major benefits
User Groups
Visual
Hearing
Physical
Cognitive
Ageing
           
Menu options          
Messages are short, and include some prominent key words
Major benefits visual
Major benefits hearing
No significant benefits physical
Major benefits cognitive
Major benefits ageing
Use consistent terminology
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
The most important or the most commonly selected items in a menu should be presented first in a list
Major benefits visual
Minor benefits hearing
Major benefits physical
Minor benefits cognitive
Minor benefits ageing
Menu options are be based on why customers call, not organisational structure
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Menu options should be reviewed regularly checking usage and customer feedback
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Menus should not exceed four choices
Major benefits visual
No significant benefits hearing
No significant benefits physical
Major benefits cognitive
Minor benefits ageing
Menus should have no more than three levels or ‘sets’ of options
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Voice prompts are recorded professionally in a studio to enhance clarity
Major benefits visual
No significant benefits hearing
No significant benefits physical
No significant benefits cognitive
Minor benefits ageing
Announce the function, and then the key required to activate it
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Customers are given two or three chances to select an option
Major benefits visual
No significant benefits hearing
Major benefits physical
Minor benefits cognitive
Minor benefits ageing
The system transfers a caller to an operator if no option is chosen
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
There is different audio feedback for valid and invalid key presses
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Verbal feedback is provided for choice confirmation
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
There is a repeat facility
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
           
Queuing          
The customer is informed when they are in a queue and the approximate time before the call will be answered – updates are given at reasonable intervals
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
The queuing system is consistent
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Music is provided as an indication of being in a queue
Major benefits visual
No significant benefits hearing
Minor benefits physical
Minor benefits cognitive
Minor benefits ageing
           
User responses          
Allow for users who need extra time to respond to prompts
Major benefits visual
Minor benefits hearing
Major benefits physical
Minor benefits cognitive
Minor benefits ageing
User IDs are no more than 8 digits long
Major benefits visual
No significant benefits hearing
Major benefits physical
Major benefits cognitive
Minor benefits ageing
Do not require that the same information is entered more than once
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
           
Ending the call          
Systems should have a message at the end telling the user that the transaction is completed
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
A message should inform the user that they are free to end the call. A key press option, e.g. press 9 to end the call, could also be given
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
           
Help facilities          
Provide an option in the menu to access a human operator
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Provide a recovery route from error
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Provide context-sensitive help
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
All customer service staff, advisers and call centre staff are given disability awareness training
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing

Checklist for Plain Old Telephone systems
Checklist for Mobile telephones