General

• Use short menus and submenus to streamline the caller's experience.

• Be clear and concise about what your callers can expect when selecting an option.

Main Menu

Greet callers and include the name of your department. Include basic instructions such as [after greeting, but before menu options], "You may choose from the following options at any time, or press the star key to repeat your choices," and [after the menu options], "Press the star key to repeat your choices, or hold to be transferred to a staff member."

Sub-menus

Use a simple introduction such as, "Choose from the following options at any time. You may press the pound key to repeat your choices, or press the star key to return to the main menu." You may want to include the transfer option as in the main menu.