Basil,
I agree 100% that your customers judge you on first few minutes of the call. And if they are stuck in IVR hell well than why will they call back.
A bad IVR does nothing but hurt the company and their message they are trying to get across.
My suggestion change your IVR! If you can't afford do to budget issues try a hosted model.
Gina Dohna
InContact
gina.dohna@incontact.com