Interactive Voice Response (IVR) techniques 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 shortly and effectively to the help they want.
Clear, intuitive scripts not solely save time for each clients and brokers but additionally cut back frustration, leaving a optimistic 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 could hurt your fame and enhance operational prices.
Under, I’ve curated 21 IVR script examples you could adapt to your wants. After the listing, I’ve included a short tip part that will help you develop scripts with the perfect probability of delivering a wonderful buyer expertise.
use this listing of IVR scripts
My objective is to give you script examples in your total IVR name circulation, so I’ve damaged down the method into seven widespread interactions the place an IVR script is often required:
- Greeting scripts.
- Menu choices scripts.
- On-hold scripts.
- After-hours scripts.
- Most wait time scripts.
- IVR cost scripts.
- IVR survey scripts.
For every of a lot of these IVR scripts, I’ve supplied three variations. My hope is that it is possible for you to to seek out one which aligns with your corporation wants.
Alongside the best way, I’ve included steering and hyperlinks to related content material. Enhancing scripts will aid you maximize containment charge for IVR name flows by guaranteeing clients get clear data and take full benefit of self-service choices.
21 ready-to-use scripts and examples
Greeting IVR scripts
It’s crucial to offer a simple greeting that lets callers know they’ve the proper quantity and what to anticipate shifting ahead. Even if in case you have by no means carried out it earlier than, it’s not arduous to create an IVR recording that sounds skilled, on-brand, and contributes to a optimistic first impression.
1. Basic greeting
Welcome to (Your Enterprise Title)! We’re joyful to assist. Please select from the next choices, or press 0 to talk with a buyer help specialist.
2. Promotional greeting
Welcome to (Your Enterprise Title), the place (insert your tagline right here). Press 1 to study extra about (the promotion presently being supplied) or select from the next choices.
3. Customer support greeting
We’re sorry you’re experiencing difficulties with our product. Our group 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 strategy to make it simpler for callers to navigate IVR telephone timber — they hear the phrase they’re in search of after which the proper quantity to press.
4. Basic menu script
Welcome to (Your Enterprise Title).
For details about our services, press 1.
For billing and cost inquiries, press 2.
For technical help, press 3.
To talk with a member of our gross sales group, press 4.
For enterprise hours and placement 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 Enterprise Title)! We’re excited to supply (promotion) all through the month of (month).
To make the most of this promotion, press 1.
To study new merchandise, press 2.
To inquire about reductions and gives, press 3.
For help with putting 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 Enterprise Title). We worth your corporation and admire your suggestions.
To take part in a buyer satisfaction survey, press 1.
To supply suggestions in your current expertise, press 2.
To go away a testimonial, press 3.
For normal 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 difficult on name middle employees, however it’s additionally annoying for purchasers who’re ready to talk to an agent. Offering respectful messaging to clients on maintain is essential.
Tip: think about implementing a queue callback possibility and including it to your on-hold IVR scripts. This lets callers dangle up and obtain a callback as soon as an agent is obtainable, which is a win-win. Callers can get off maintain and brokers have the pliability to take care of inquiries at a extra manageable charge.
7. Basic on-hold script
Thanks for selecting (Your Enterprise Title).
Your name is vital to us, we stay up for with the ability to help you shortly. Please keep on the road to talk to a consultant. You may also say, “Name me again” to schedule a name again from our subsequent accessible agent. You’ll not lose your house in line.
8. Estimated wait time script
At (Your Enterprise Title), we perceive your time is efficacious.
The present estimated wait time is roughly (X) minutes.
We admire your persistence. Within the meantime, think about asking our system for assist with easy inquiries. You possibly can say issues like, “Make an appointment,” “Verify my stability,” or “What are your opening hours?”
9. On-hold promo script
Thanks for holding. To indicate our appreciation, we’re providing you (particulars in regards to the promotion). Press 1 to say this provide, or point out it to our customer support consultant after connecting. We’ll be with you shortly.
After-hours IVR scripts
Except you might have brokers accessible 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 middle outsourcing is smart 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. Basic after-hours script
Thanks for calling (Your Enterprise). We’re presently closed. Our common enterprise hours are (point out enterprise hours). In the event you’d like to go away a message, please press 1 to document a voicemail. A consultant will return your name once we reopen. Thanks!
11. Gross sales inquiries after-hours script
Thanks for calling (Your Enterprise). 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 potential in the course of the subsequent enterprise day. Thanks!
12. Emergency after-hours script
Thanks for calling the emergency help line for (Your Enterprise). If you’re experiencing a crucial concern that requires rapid consideration, please press 1 to be related to our on-call help group. 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 in peril of hitting) most wait instances, your script ought to mirror the difficulty and provide new choices.
13. Basic script
Thanks for calling (Your Enterprise Title). Your name is vital to us. Our present most wait time is roughly (X) minutes. We admire your persistence, and the following accessible consultant will probably be with you shortly. Don’t wish to maintain? Press 1 to schedule a callback. You’ll not lose your house in line.
14. Different choices script
Thanks for selecting (Your Enterprise Title). Our most wait time is presently (X) minutes. In the event you favor to not wait, you possibly can attain us by way of e mail at (e mail tackle). You may also go to our web site at (web site URL) for help, or press 1 to schedule a callback.
15. Buyer prep script
At (Your Enterprise Title), your time is vital to us. Your estimated wait time is a most of (X) minutes. To assist us serve you as quick as potential, please have your account data prepared, together with (XYZ). Thanks!
IVR cost scripts
It’s much more handy for purchasers (and brokers) when it’s potential to make funds with IVR versus a reside agent. There’s a lot much less room for the corporate to make errors when callers are plugging in all their data as a substitute 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. Take a look at what options to search for in the event you want IVR compliance, then learn on.
16. Basic cost script
Welcome to (Your Enterprise Title). To make a cost, please select from the next choices:
To pay your invoice utilizing a credit score or debit card, press 1.
For data on organising automated funds, press 2.
To study different cost 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 cost. We’re right here to assist.
In case your cost was declined, press 1.
If you must cancel a cost, press 2.
For help with cost errors, press 3.
To talk instantly with a billing consultant, press 4.
18. Steadiness Affirmation Script
Thanks for calling (Your Enterprise Title). You haven’t any excellent stability presently.
To obtain a cost affirmation, press 1.
To replace your contact data, press 2.
To discover different providers or study our present promotions, press 3.
To talk with a customer support consultant, press 4.
IVR survey scripts
You will get an unbelievable quantity of highly-valuable buyer information with surveys, however it’s important to body the choice in the proper gentle to ensure that individuals to comply with by means of. Be taught why callers skip IVR surveys and how you can enhance your completion charge, then implement one of many scripts under.
19. Basic survey script
Thanks for selecting (Your Enterprise Title). Your suggestions is important for us to enhance our providers. 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 providers)?
If you need to offer extra feedback, press 1.
In the event you favor to not take part, press 2.
20. Service interplay survey
Thanks for selecting (Your Enterprise Title) in your current (service). We’d like to listen to about your current interplay with (agent title). Please charge the interplay utilizing the next choices:
In the event you have been glad with the agent’s help, press 1.
In the event you skilled a problem throughout your interplay, press 2.
To supply detailed suggestions, press 3.
In the event you favor to not take part, press 4.
Thanks for serving to us enhance our service high quality!
21. Product expertise survey
Thanks for selecting (Your Enterprise Title) in your (sort of merchandise) 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 supply extra feedback, press 3.
In the event you favor to not take part, press 4.
Suggestions for writing efficient IVR scripts
As you develop and revise your scripts, listed below are some easy ideas for making them extra useful and efficient:
- Decrease menu choices. Restrict menus to 5 choices or much less. Extra choices goes to confuse individuals and certain require agent intervention.
- Prioritize widespread duties. Place essentially the most incessantly used choices on the high of the menu. This reduces frustration by minimizing the time wanted to succeed in a very powerful 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.
- Preserve your pre-recorded messages brief. Ten seconds or much less is right, and solely use them when essential. Lengthy pre-recorded messages really feel dismissive and irritating.
- Make it straightforward to talk to a human. Typically individuals don’t know what they want or they don’t wish to communicate to a machine. You have to be sure they will get in contact with an operator at any time in the course of the name.
- Overview and refresh scripts commonly. Steady enhancements make sure the system stays aligned with caller wants and enterprise objectives. Schedule routine opinions and replace the script primarily based on buyer suggestions and name analytics.
With immediately’s IVR analytics, firms can see which name flows and menus are working properly — or not working in any respect. If the difficulty isn’t a technical one, then a poor script may be the offender.
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