Interactive Voice Response (IVR) methods are sometimes the primary level of contact between a enterprise and its clients. A well-crafted IVR script units the tone for the interplay, serving to callers navigate rapidly and effectively to the help they want.
Clear, intuitive scripts not solely save time for each clients and brokers but in addition scale back frustration, leaving a constructive impression of your model.
Conversely, a poorly designed IVR can really feel like a maze, driving callers to hold up or escalate their frustration to your brokers. This will hurt your repute and enhance operational prices.
Beneath, I’ve curated 21 IVR script examples that you could adapt to your wants. After the listing, I’ve included a short tip part that will help you develop scripts with one of the best likelihood of delivering a wonderful buyer expertise.
Methods to use this listing of IVR scripts
My aim is to give you script examples in your whole IVR name move, so I’ve damaged down the method into seven frequent interactions the place an IVR script is usually required:
- Greeting scripts.
- Menu choices scripts.
- On-hold scripts.
- After-hours scripts.
- Most wait time scripts.
- IVR fee scripts.
- IVR survey scripts.
For every of all these IVR scripts, I’ve provided three variations. My hope is that it is possible for you to to search out one which aligns with your small business wants.
Alongside the way in which, I’ve included steerage and hyperlinks to related content material. Enhancing scripts will enable you to maximize containment fee for IVR name flows by making certain clients get clear data and take full benefit of self-service choices.
21 ready-to-use scripts and examples
Greeting IVR scripts
It’s vital to offer a simple greeting that lets callers know they’ve the right quantity and what to anticipate transferring ahead. Even when you have by no means performed it earlier than, it’s not onerous to create an IVR recording that sounds skilled, on-brand, and contributes to a constructive first impression.
1. Normal greeting
Welcome to [Your Business Name]! We’re completely happy to assist. Please select from the next choices, or press 0 to talk with a buyer help specialist.
2. Promotional greeting
Welcome to [Your Business Name], the place [insert your tagline here]. Press 1 to be taught extra about [the promotion currently being offered] or select from the next choices.
3. Customer support greeting
We’re sorry you’re experiencing difficulties with our product. Our crew is right here to make it proper. Please select from the next choices, or press 0 at any time to talk with a consultant.
Scripts for various menu choices
With menu scripts, the rule of thumb is to say the choice first, adopted by the quantity choice. It is a easy method to make it simpler for callers to navigate IVR telephone bushes — they hear the phrase they’re on the lookout for after which the right quantity to press.
4. Normal menu script
Welcome to [Your Business Name].
For details about our services and products, press 1.
For billing and fee inquiries, press 2.
For technical help, press 3.
To talk with a member of our gross sales crew, press 4.
For enterprise hours and site data, press 5.
To talk with a consultant, press 0.
To listen to these menu choices once more, press #.
5. Promotion menu script
Welcome to [Your Business Name]! We’re excited to supply [promotion] all through the month of [month].
To benefit from this promotion, press 1.
To study new merchandise, press 2.
To inquire about reductions and gives, press 3.
For help with inserting an order, press 4.
To talk with a gross sales consultant, press 0.
To listen to these menu choices once more, press #.
6. Buyer suggestions menu script
Thanks for calling [Your Business Name]. We worth your small business and admire your suggestions.
To take part in a buyer satisfaction survey, press 1.
To offer suggestions in your current expertise, press 2.
To depart a testimonial, press 3.
For basic inquiries, press 4.
To talk with a buyer suggestions consultant, press 5.
To listen to these menu choices once more, press #.
Scripts for callers on maintain
Coping with excessive name queuing instances is tough on name heart workers, nevertheless it’s additionally annoying for patrons who’re ready to talk to an agent. Offering respectful messaging to clients on maintain is essential.
Tip: contemplate implementing a queue callback possibility and including it to your on-hold IVR scripts. This lets callers cling up and obtain a callback as soon as an agent is offered, which is a win-win. Callers can get off maintain and brokers have the flexibleness to take care of inquiries at a extra manageable fee.
7. Normal on-hold script
Thanks for selecting [Your Business Name].
Your name is essential to us, we stay up for with the ability to help you shortly. Please keep on the road to talk to a consultant. You can even say, “Name me again” to schedule a name again from our subsequent out there agent. You’ll not lose your home in line.
8. Estimated wait time script
At [Your Business Name], we perceive your time is effective.
The present estimated wait time is roughly [X] minutes.
We admire your endurance. Within the meantime, contemplate asking our system for assist with easy inquiries. You’ll be able to say issues like, “Make an appointment,” “Verify my steadiness,” or “What are your opening hours?”
9. On-hold promo script
Thanks for holding. To point out our appreciation, we’re providing you [details about the promotion]. Press 1 to assert this supply, or point out it to our customer support consultant after connecting. We’ll be with you shortly.
After-hours IVR scripts
Until you’ve got brokers out there to reply calls 24/7, you’ll wish to have an after hours script prepared to tell clients about their choices. In some instances name heart outsourcing is sensible for offering around-the-clock help, however a succinct after-hours script can put a buyer at-ease till they’ve the chance to talk to an agent.
10. Normal after-hours script
Thanks for calling [Your Business]. We’re presently closed. Our common enterprise hours are [mention business hours]. When you’d like to go away a message, please press 1 to report a voicemail. A consultant will return your name after we reopen. Thanks!
11. Gross sales inquiries after-hours script
Thanks for calling [Your Business]. You’ve reached the Gross sales Division, however we’re presently closed. Please press 1 to go away your contact data and a consultant will get in contact with you as quickly as doable through the subsequent enterprise day. Thanks!
12. Emergency after-hours script
Thanks for calling the emergency help line for [Your Business]. If you’re experiencing a vital difficulty that requires quick consideration, please press 1 to be related to our on-call help crew. For non-urgent issues, please name again throughout common enterprise hours. Thanks.
Most wait time IVR scripts
In an ideal world, you wouldn’t want this script, however throughout peak hours, it may be actually troublesome to handle name queues successfully. When callers hit (or are at risk of hitting) most wait instances, your script ought to replicate the difficulty and supply new choices.
13. Normal script
Thanks for calling [Your Business Name]. Your name is essential to us. Our present most wait time is roughly [X] minutes. We admire your endurance, and the subsequent out there consultant will likely be with you shortly. Don’t wish to maintain? Press 1 to schedule a callback. You’ll not lose your home in line.
14. Different choices script
Thanks for selecting [Your Business Name]. Our most wait time is presently [X] minutes. When you choose to not wait, you’ll be able to attain us through electronic mail at [email address]. You can even go to our web site at [website URL] for help, or press 1 to schedule a callback.
15. Buyer prep script
At [Your Business Name], your time is essential to us. Your estimated wait time is a most of [X] minutes. To assist us serve you as quick as doable, please have your account data prepared, together with [XYZ]. Thanks!
IVR fee scripts
It’s much more handy for patrons (and brokers) when it’s doable to make funds with IVR versus a dwell agent. There may be a lot much less room for the corporate to make errors when callers are plugging in all their data as an alternative of talking it over the telephone. It’s additionally going to lower IVR compliance complications in case your brokers don’t should take bank card data over a recorded line. Try what options to search for in the event you want IVR compliance, then learn on.
16. Normal fee script
Welcome to [Your Business Name]. To make a fee, please select from the next choices:
To pay your invoice utilizing a credit score or debit card, press 1.
For data on establishing computerized funds, press 2.
To study different fee strategies, press 3.
To talk with the billing division, press 4.
17. Cost troubleshooting script
We’re sorry you’re having points together with your fee. We’re right here to assist.
In case your fee was declined, press 1.
If you have to cancel a fee, press 2.
For help with fee errors, press 3.
To talk instantly with a billing consultant, press 4.
18. Stability Affirmation Script
Thanks for calling [Your Business Name]. You haven’t any excellent steadiness right now.
To obtain a fee affirmation, press 1.
To replace your contact data, press 2.
To discover different companies or study our present promotions, press 3.
To talk with a customer support consultant, press 4.
IVR survey scripts
You will get an unimaginable quantity of highly-valuable buyer information with surveys, however you must body the choice in the correct gentle to ensure that folks to observe by way of. Be taught why callers skip IVR surveys and the right way to enhance your completion fee, then implement one of many scripts under.
19. Normal survey script
Thanks for selecting [Your Business Name]. Your suggestions is significant for us to enhance our companies. Please take a second to take part in our buyer satisfaction survey.
On a scale of 1 to five, how glad are you with our [product(s) or services]?
If you need to offer extra feedback, press 1.
When you choose to not take part, press 2.
20. Service interplay survey
Thanks for selecting [Your Business Name] in your current [service]. We’d like to listen to about your current interplay with [agent name]. Please fee the interplay utilizing the next choices:
When you have been glad with the agent’s help, press 1.
When you skilled a problem throughout your interplay, press 2.
To offer detailed suggestions, press 3.
When you choose to not take part, press 4.
Thanks for serving to us enhance our service high quality!
21. Product expertise survey
Thanks for selecting [Your Business Name] in your [type of products] wants. Please share your ideas on our merchandise.
If you’re glad with the standard of our merchandise, press 1.
If there are particular options you wish to see improved, press 2.
To offer extra feedback, press 3.
When you choose to not take part, press 4.
Ideas for writing efficient IVR scripts
As you develop and revise your scripts, listed here are some easy ideas for making them extra useful and efficient:
- Reduce menu choices. Restrict menus to 5 choices or much less. Extra choices goes to confuse folks and sure require agent intervention.
- Prioritize frequent duties. Place probably the most regularly used choices on the prime of the menu. This reduces frustration by minimizing the time wanted to achieve crucial options.
- Use acquainted language. Write in plain, conversational phrases that callers perceive simply. Keep away from technical jargon to make the system extra accessible to a broader viewers.
- Hold your pre-recorded messages quick. Ten seconds or much less is right, and solely use them when needed. Lengthy pre-recorded messages really feel dismissive and irritating.
- Make it straightforward to talk to a human. Typically folks don’t know what they want or they don’t wish to converse to a machine. You should ensure they’ll get in contact with an operator at any time through the name.
- Overview and refresh scripts frequently. Steady enhancements make sure the system stays aligned with caller wants and enterprise objectives. Schedule routine critiques and replace the script based mostly on buyer suggestions and name analytics.
With at this time’s IVR analytics, corporations can see which name flows and menus are working effectively — or not working in any respect. If the difficulty shouldn’t be a technical one, then a poor script is perhaps the perpetrator.