{"id":19809,"date":"2026-10-13T17:55:06","date_gmt":"2026-10-13T15:55:06","guid":{"rendered":"https:\/\/glofera.com\/?p=19809"},"modified":"2026-10-13T18:01:05","modified_gmt":"2026-10-13T16:01:05","slug":"ivr-per-a-empreses","status":"publish","type":"post","link":"https:\/\/glofera.com\/ca\/ivr-per-a-empreses\/","title":{"rendered":"Qu\u00e8 \u00e9s un IVR i quan li conv\u00e9 a la teva empresa"},"content":{"rendered":"<p>\u00abPer a atenci\u00f3 al client, premi 1. Per a facturaci\u00f3, premi 2. Per parlar amb un agent, premi 9 i esperi, perqu\u00e8 el tornarem a l&#8217;inici del men\u00fa.\u00bb<\/p>\n<p>Tots hi hem estat, i tanmateix quasi tota empresa que creix acaba muntant-ne un. L&#8217;IVR no \u00e9s dolent: \u00e9s una eina molt bona mal utilitzada quasi sempre. Aqu\u00ed va quan ajuda, quan destorba i com s&#8217;escriu un que la gent no odi\u00ef.<\/p>\n<h2>Qu\u00e8 \u00e9s un IVR<\/h2>\n<p>IVR s\u00f3n les sigles d&#8217;<em>Interactive Voice Response<\/em>, resposta de veu interactiva. \u00c9s el men\u00fa que at\u00e9n la trucada, ofereix opcions i encamina a qui correspongui segons el que premi o digui qui truca.<\/p>\n<p>La seva funci\u00f3 real no \u00e9s \u00abdonar imatge d&#8217;empresa gran\u00bb. \u00c9s una sola: <strong>portar cada trucada a la persona correcta a la primera<\/strong>. Si el teu men\u00fa no redueix transfer\u00e8ncies, no est\u00e0 fent la seva feina, per molt professional que soni la locuci\u00f3.<\/p>\n<h2>Quan NO n&#8217;hauries de tenir un<\/h2>\n<p>Comen\u00e7o per aqu\u00ed perqu\u00e8 \u00e9s on hi ha l&#8217;error car.<\/p>\n<ul>\n<li><strong>Si reps menys de 20 trucades al dia.<\/strong> Que contesti una persona. Un men\u00fa per a tres trucades a l&#8217;hora \u00e9s posar una barrera on no hi ha emb\u00fas.<\/li>\n<li><strong>Si totes les trucades van al mateix lloc.<\/strong> Si el 90% acaba a la mateixa persona, el men\u00fa nom\u00e9s afegeix quinze segons de fricci\u00f3 a cada client.<\/li>\n<li><strong>Si el teu equip s\u00f3n tres persones que fan de tot.<\/strong> No hi ha departaments a separar; hi ha un grup de timbre.<\/li>\n<li><strong>Si els teus clients truquen per urg\u00e8ncies.<\/strong> Una avaria, una fuita, una cita m\u00e8dica. En aquests casos el men\u00fa es percep com un aband\u00f3.<\/li>\n<\/ul>\n<p>En aquests escenaris el que necessites no \u00e9s un IVR: \u00e9s una <a href=\"https:\/\/glofera.com\/ca\/cua-de-trucades-empresa\/\">cua ben configurada<\/a> i uns <a href=\"https:\/\/glofera.com\/ca\/desviament-trucades-guia-completa\/\">desviaments que no deixin cap trucada sense dest\u00ed<\/a>.<\/p>\n<h2>Quan s\u00ed que compensa<\/h2>\n<ul>\n<li><strong>Departaments amb funcions clarament diferents.<\/strong> Vendes, suport t\u00e8cnic, facturaci\u00f3. Aqu\u00ed el men\u00fa estalvia transfer\u00e8ncies de deb\u00f2.<\/li>\n<li><strong>Volum alt en franges concretes.<\/strong> Si a les 10:00 entren vint trucades i la meitat s\u00f3n de facturaci\u00f3, separar-les descarrega tothom.<\/li>\n<li><strong>Fora d&#8217;horari.<\/strong> Un IVR nocturn que ofereix deixar missatge, marcar una urg\u00e8ncia o consultar l&#8217;horari resol molt amb molt poc.<\/li>\n<li><strong>Multiidioma.<\/strong> Castell\u00e0, catal\u00e0, angl\u00e8s. \u00c9s dels usos on el men\u00fa aporta m\u00e9s i molesta menys.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\"><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div 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style=\"text-align:center;--awb-max-width:200px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1920\" height=\"1409\" alt=\"demostraci\u00f3 gratu\u00efta centraleta virtual voip per a empreses\" title=\"demostracio-gratu\u00efta-centralita-virtual-per-empreses\" src=\"https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas.jpg\" class=\"img-responsive wp-image-15329\" 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fusion-flex-align-self-center\" style=\"--awb-padding-right:55px;--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-four\" style=\"--awb-margin-top:20px;--awb-margin-top-small:10px;--awb-margin-right-small:30px;--awb-margin-bottom-small:10px;--awb-margin-left-small:30px;\"><h4 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\"><\/span><\/p>\n<p style=\"text-align: center;\"><span data-olk-copy-source=\"MessageBody\">Analitzem <strong>GRATIS<\/strong> les trucades de la teva empresa<\/span><\/p><\/h4><\/div><div style=\"text-align:center;\"><a class=\"fusion-button button-flat button-large button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--button_accent_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button-border-radius-top-left:50px;--button-border-radius-top-right:50px;--button-border-radius-bottom-right:50px;--button-border-radius-bottom-left:50px;--button_gradient_angle:180deg;--button_gradient_top_color:var(--awb-color4);--button_gradient_bottom_color:var(--awb-color4);--button_gradient_top_color_hover:hsla(var(--awb-color4-h),calc(var(--awb-color4-s) - 5%),calc(var(--awb-color4-l) - 10%),var(--awb-color4-a));--button_gradient_bottom_color_hover:hsla(var(--awb-color4-h),calc(var(--awb-color4-s) - 5%),calc(var(--awb-color4-l) - 10%),var(--awb-color4-a));--button_text_transform:uppercase;--button_typography-letter-spacing:3px;--button_typography-font-family:&quot;Lato&quot;;--button_typography-font-style:normal;--button_typography-font-weight:700;\" target=\"_self\" href=\"#contacto\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">SOL\u00b7LICITA UNA ASSESSORIA<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/p>\n<h2>Les cinc regles d&#8217;un IVR que no emprenya<\/h2>\n<h3>1. M\u00e0xim cinc opcions, idealment tres<\/h3>\n<p>Ning\u00fa en ret\u00e9 m\u00e9s. Si n&#8217;has d&#8217;oferir set, el problema \u00e9s a la teva organitzaci\u00f3, no a la centraleta.<\/p>\n<h3>2. Res de men\u00fas dins de men\u00fas<\/h3>\n<p>Un sol nivell. El segon nivell duplica els abandonaments i triplica les trucades que acaben on no devien.<\/p>\n<h3>3. L&#8217;opci\u00f3 m\u00e9s usada, la primera<\/h3>\n<p>Mira les teves dades, no l&#8217;organigrama. Si el 60% truca per suport, suport \u00e9s l&#8217;1. Aix\u00f2 sol xocar amb la pol\u00edtica interna i cal defensar-ho: mana el client.<\/p>\n<h3>4. Sortida a persona, sempre<\/h3>\n<p>Una opci\u00f3 expl\u00edcita per parlar amb alg\u00fa, i tamb\u00e9 silenci com a sortida: si no marquen res en uns segons, que passi a un hum\u00e0. Molta gent truca des del cotxe o des d&#8217;un fix antic i no premer\u00e0 res.<\/p>\n<h3>5. Directe al gra<\/h3>\n<p>Res de \u00abla seva trucada \u00e9s molt important per a nosaltres\u00bb abans del men\u00fa. Salutaci\u00f3, empresa, opcions. Dotze segons com a m\u00e0xim des que despenja fins que pot marcar.<\/p>\n<h2>Un gui\u00f3 que pots copiar<\/h2>\n<blockquote><p>\u00abGlofera, bon dia. Per a suport t\u00e8cnic, premi 1. Per a vendes, premi 2. Per a administraci\u00f3, premi 3. O esperi i l&#8217;atendrem.\u00bb<\/p><\/blockquote>\n<p>Deu segons. Sense m\u00fasica de fons, sense agra\u00efments previs, amb sortida a persona inclosa a l&#8217;\u00faltima frase. Aquest \u00abo esperi i l&#8217;atendrem\u00bb \u00e9s la l\u00ednia m\u00e9s important del gui\u00f3.<\/p>\n<p>Per a la resta de missatges \u2014espera, fora d&#8217;horari, vacances\u2014 tens models a <a href=\"https:\/\/glofera.com\/ca\/exemples-de-locucions-per-a-la-teva-centraleta-virtual-aquest-estiu\/\">exemples de locucions per a centraleta virtual<\/a>.<\/p>\n<h2>Qu\u00e8 mesurar despr\u00e9s<\/h2>\n<p>Un IVR sense mesura \u00e9s decoraci\u00f3. Tres dades, cada mes:<\/p>\n<ol>\n<li><strong>Abandonament al men\u00fa.<\/strong> Si m\u00e9s del 5% penja abans de triar, el teu men\u00fa \u00e9s llarg o conf\u00fas.<\/li>\n<li><strong>\u00das de cada opci\u00f3.<\/strong> Una opci\u00f3 que fa servir el 2% sobra. Treu-la i baixa el men\u00fa a tres.<\/li>\n<li><strong>Transfer\u00e8ncies posteriors.<\/strong> Si qui tria la 2 acaba transferit a un altre lloc, l&#8217;encaminament est\u00e0 malament i est\u00e0s fent treballar el client per a res.<\/li>\n<\/ol>\n<p>Aquestes dades surten del panell d&#8217;<a href=\"https:\/\/glofera.com\/ca\/estadistiques-trucades-equip-comercial\/\">estad\u00edstiques de trucades<\/a>.<\/p>\n<h2>El substitut de l&#8217;IVR que ja existeix<\/h2>\n<p>Un men\u00fa d&#8217;opcions \u00e9s una forma antiga de resoldre un problema real: saber per qu\u00e8 truca alg\u00fa abans de passar-lo amb ning\u00fa. Un <a href=\"https:\/\/glofera.com\/ca\/agent-de-veu-amb-ia\/\">agent de veu amb IA<\/a> fa el mateix preguntant-ho en llenguatge natural, sense demanar a ning\u00fa que tradueixi el seu problema a un n\u00famero de l&#8217;1 al 5.<\/p>\n<p>No substitueix tot, i fora d&#8217;horari \u00e9s on marca m\u00e9s difer\u00e8ncia: en lloc d&#8217;una b\u00fastia, alg\u00fa que recull el motiu, les dades i agenda la devoluci\u00f3. Si el teu men\u00fa actual existeix sobretot per a les nits i els caps de setmana, aquesta \u00e9s la conversa que val la pena tenir.<\/p>\n<h2>Preguntes r\u00e0pides<\/h2>\n<h3>Qu\u00e8 significa IVR?<\/h3>\n<p>Resposta de veu interactiva, per les sigles en angl\u00e8s. \u00c9s el sistema que at\u00e9n autom\u00e0ticament una trucada, ofereix opcions i la dirigeix al departament o persona adequada segons el que premi o digui qui truca.<\/p>\n<h3>Quantes opcions ha de tenir un men\u00fa de veu?<\/h3>\n<p>Tres \u00e9s el nombre ideal i cinc el m\u00e0xim raonable. Per sobre de cinc la gent no ret\u00e9 les opcions i augmenten tant els abandonaments com les trucades mal encaminades. I sempre ha d&#8217;existir una sortida directa a una persona.<\/p>\n<h3>Un IVR dona mala imatge a una empresa petita?<\/h3>\n<p>Dona mala imatge si \u00e9s llarg, t\u00e9 diversos nivells o no permet parlar amb ning\u00fa. Un men\u00fa de tres opcions i deu segons amb sortida a persona no molesta ning\u00fa. Amb menys de vint trucades al dia, per\u00f2, \u00e9s millor que contesti alg\u00fa directament.<\/p>\n<h2>T&#8217;ho diem si la teva empresa necessita un IVR<\/h2>\n<p>Amb el teu volum de trucades i el repartiment per motiu, la resposta es veu en deu minuts. I moltes vegades \u00e9s que no: que el que necessites \u00e9s una cua ben muntada i uns desviaments que funcionin. Ho analitzem gratis i sense comprom\u00eds.<\/p>\n<p><a href=\"https:\/\/glofera.com\/ca\/consultoria-gratuita\/\"><strong>Sol\u00b7licita la teva an\u00e0lisi gratu\u00efta de comunicacions<\/strong><\/a><\/p>\n<p><script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"Qu\u00e8 significa IVR?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"Resposta de veu interactiva, per les sigles en angl\u00e8s. \u00c9s el sistema que at\u00e9n autom\u00e0ticament una trucada, ofereix opcions i la dirigeix al departament o persona adequada segons el que premi o digui qui truca.\"\n      }\n    },\n    {\n      \"@type\": \"Question\",\n      \"name\": \"Quantes opcions ha de tenir un men\u00fa de veu IVR?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"Tres \u00e9s el nombre ideal i cinc el m\u00e0xim raonable. 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Qu\u00e8 \u00e9s, quan compensa i quan destorba, les cinc regles d&#8217;un men\u00fa que la gent no odia i un gui\u00f3 de deu segons que pots copiar.<\/p>\n","protected":false},"author":8,"featured_media":19810,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[134,1130],"tags":[572,127,325,323,687,319,727,568,569,690,518],"class_list":["post-19809","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecomunicacions","category-telefonia-ip-voip","tag-centraleta-ip","tag-centraleta-virtual","tag-centraleta-virtual-empreses","tag-centraleta-virtual-voip","tag-centraleta-voip","tag-centraletes-virtuals","tag-ivr-ca","tag-telecomunicacions-empreses","tag-telecomunicacions-pimes","tag-telefonia-empreses","tag-telefonia-ip-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Qu\u00e8 \u00e9s un IVR i quan li conv\u00e9 a la teva empresa | Glofera<\/title>\n<meta name=\"description\" content=\"Qu\u00e8 \u00e9s un IVR, quan li conv\u00e9 a la teva empresa i quan destorba. 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