Best Practices for IVR Automation

Maximize your success with these proven strategies and guidelines

Business Scraping

Do's

  • •Use specific industry terms (e.g., "pediatric dentist" vs "dentist")
  • •Include location modifiers for better targeting
  • •Enable phone number verification to ensure callable businesses
  • •Export and review data before calling campaigns

Don'ts

  • •Avoid overly broad terms that return irrelevant results
  • •Don't scrape without location constraints
  • •Never proceed with businesses lacking verified phone numbers
  • •Avoid scraping during peak business hours

Call Timing & Strategy

Optimal Times

  • • Healthcare: 9 AM - 11 AM, 2 PM - 4 PM
  • • Restaurants: 2 PM - 4 PM (between rushes)
  • • Professional Services: 10 AM - 12 PM
  • • Retail: 10 AM - 2 PM (weekdays)

Script Preparation

  • • Keep initial scripts under 30 seconds
  • • Prepare for common IVR patterns
  • • Include fallback responses
  • • Test scripts on sample businesses first

Success Metrics

  • • Target 60%+ connection rate
  • • Aim for 40%+ successful navigation
  • • Track information extraction rate
  • • Monitor compliance scores

Compliance & Ethics

Important Legal Notice

Always ensure compliance with TCPA, local calling regulations, and industry-specific requirements before initiating any automated calling campaigns.

TCPA Compliance

  • Maintain opt-in records for all contacts
  • Respect Do Not Call (DNC) registry
  • Provide clear identification and purpose
  • Honor immediate opt-out requests

Data Protection

  • Encrypt all stored business data
  • Implement PII redaction policies
  • Regular audit trail reviews
  • Secure data transmission protocols

Pro Tips for Maximum Success

IVR Navigation

Pattern Recognition

Train your AI on common IVR patterns. Most systems follow predictable structures: main menu → department selection → queue or transfer.

Timeout Management

Configure appropriate timeouts. Healthcare systems often have longer hold times, while retail typically responds faster.

Data Quality

Regular Validation

Periodically re-validate business information. Phone numbers and business details change frequently in certain industries.

Enrichment Strategy

Use enrichment selectively. Focus on high-value prospects or businesses where standard scraping yields incomplete information.