Best Practice (Good)
Do not provide lengthy, up-front messages (marketing pitch, web address, company slogan, etc.) to the caller when interacting with the bank's IVR system. The span between the welcome message and the final prompt should not exceed 30 seconds.
Typical Practice (Bad)
Give the caller a description of the company, a marketing pitch and provide them with the website address before they get to any substantive audio prompts within the IVR system.
Benefits: Reduces the amount of abandoned calls, increases the likelihood that calls are resolved within the IVR system, and improves customer service levels by avoiding common frustrations related to IVR prompts.