Design For Dignity
Retail Guidelines
Some contact centre interactions start with a long menu of options. For example, “Press 1 for X. Press 2 for X. Press 13 for X”. While this makes it easy for the business to target calls to the right person, it makes it harder for customers as they listen to a long menu. For people who may be hard of hearing or find it hard to retain attention or focus, a long menu is difficult and confusing unless the options can be quickly written down.