Interactive Voice Response (IVR) strategies are generally the first stage of contact between a enterprise and its shoppers. A well-crafted IVR script items the tone for the interaction, serving to callers navigate shortly and successfully to the help they need.

Clear, intuitive scripts not solely save time for every shoppers and brokers however moreover reduce frustration, leaving a optimistic impression of your mannequin.

Conversely, a poorly designed IVR can actually really feel like a maze, driving callers to carry up or escalate their frustration to your brokers. This might harm your recognition and improve operational costs.

Beneath, I’ve curated 21 IVR script examples which you’ll be able to adapt to your needs. After the document, I’ve included a fast tip half that can show you how to develop scripts with the most effective chance of delivering a beautiful purchaser experience.

Strategies to make use of this document of IVR scripts

My goal is to provide you script examples in your full IVR title circulation, so I’ve broken down the strategy into seven frequent interactions the place an IVR script is usually required:

• Greeting scripts.
• Menu decisions scripts.
• On-hold scripts.
• After-hours scripts.
• Most wait time scripts.
• IVR value scripts.
• IVR survey scripts.

For each of all these IVR scripts, I’ve equipped three variations. My hope is that it’s doable so that you can to look out one which aligns along with your enterprise needs.

Alongside the way in which during which, I’ve included guidance and hyperlinks to associated content material materials. Enhancing scripts will help you maximize containment value for IVR title flows by making sure shoppers get clear knowledge and take full advantage of self-service decisions.

21 ready-to-use scripts and examples

Greeting IVR scripts

It’s important to supply a easy greeting that lets callers know they’ve the proper amount and what to anticipate transferring forward. Even when you might have certainly not carried out it sooner than, it’s not onerous to create an IVR recording that sounds expert, on-brand, and contributes to a optimistic first impression.

1. Widespread greeting

Welcome to [Your Business Name]! We’re joyful to help. Please choose from the following decisions, or press 0 to speak with a purchaser help specialist.

2. Promotional greeting

Welcome to [Your Business Name], the place [insert your tagline here]. Press 1 to be taught additional about [the promotion currently being offered] or choose from the following decisions.

3. Buyer assist greeting

We’re sorry you’re experiencing difficulties with our product. Our workforce is correct right here to make it correct. Please choose from the following decisions, or press 0 at any time to speak with a guide.

Scripts for numerous menu decisions

With menu scripts, the rule of thumb is to say the selection first, adopted by the amount alternative. It’s a straightforward method to make it easier for callers to navigate IVR phone timber — they hear the phrase they’re looking out for after which the proper amount to press.

4. Widespread menu script

Welcome to [Your Business Name].

For particulars about our providers and merchandise, press 1.

For billing and price inquiries, press 2.

For technical help, press 3.

To speak with a member of our product sales workforce, press 4.

For enterprise hours and placement knowledge, press 5.

To speak with a guide, press 0.

To pay attention to those menu decisions as soon as extra, press #.

5. Promotion menu script

Welcome to [Your Business Name]! We’re excited to provide [promotion] all by the month of [month].

To take advantage of this promotion, press 1.

To search out out about new merchandise, press 2.

To inquire about reductions and affords, press 3.

For assist with inserting an order, press 4.

To speak with a product sales guide, press 0.

To pay attention to those menu decisions as soon as extra, press #.

6. Purchaser solutions menu script

Thanks for calling [Your Business Name]. We price your enterprise and acknowledge your solutions.

To participate in a purchaser satisfaction survey, press 1.

To supply solutions in your newest experience, press 2.

To go away a testimonial, press 3.

For frequent inquiries, press 4.

To speak with a purchaser solutions guide, press 5.

To pay attention to those menu decisions as soon as extra, press #.

Scripts for callers on preserve

Dealing with extreme title queuing cases is troublesome on title center workers, nevertheless it certainly’s moreover annoying for purchasers who’re prepared to speak to an agent. Providing respectful messaging to shoppers on preserve is important.

Tip: take into consideration implementing a queue callback alternative and together with it to your on-hold IVR scripts. This lets callers dangle up and acquire a callback as quickly as an agent is accessible, which is a win-win. Callers can get off preserve and brokers have the pliability to deal with inquiries at a additional manageable value.

7. Widespread on-hold script

Thanks for choosing [Your Business Name].

Your title is important to us, we watch for with the flexibility that can assist you shortly. Please carry on the street to speak to a guide. You possibly can even say, “Identify me once more” to schedule a reputation once more from our subsequent accessible agent. You will not lose your home in line.

8. Estimated wait time script

At [Your Business Name], we understand your time is efficient.

The current estimated wait time is roughly [X] minutes.

We acknowledge your endurance. Inside the meantime, take into consideration asking our system for help with straightforward inquiries. You can say points like, “Make an appointment,” “Check my steadiness,” or “What are your opening hours?”

9. On-hold promo script

Thanks for holding. To point our appreciation, we’re offering you [details about the promotion]. Press 1 to say this provide, or level out it to our buyer assist guide after connecting. We’ll be with you shortly.

After-hours IVR scripts

Besides you possibly can have brokers accessible to answer calls 24/7, you’ll want to have an after hours script ready to inform shoppers about their decisions. In some cases title center outsourcing is wise for providing around-the-clock help, nonetheless a succinct after-hours script can put a purchaser at-ease until they’ve the prospect to speak to an agent.

10. Widespread after-hours script

Thanks for calling [Your Business]. We’re presently closed. Our frequent enterprise hours are [mention business hours]. For many who’d prefer to go away a message, please press 1 to file a voicemail. A guide will return your title after we reopen. Thanks!

11. Product sales inquiries after-hours script

Thanks for calling [Your Business]. You’ve reached the Product sales Division, nonetheless we’re presently closed. Please press 1 to go away your contact knowledge and a guide will get involved with you as rapidly as doable by the following enterprise day. Thanks!

12. Emergency after-hours script

Thanks for calling the emergency help line for [Your Business]. In the event you’re experiencing a important state of affairs that requires immediate consideration, please press 1 to be linked to our on-call help workforce. For non-urgent points, please title once more all through frequent enterprise hours. Thanks.

Most wait time IVR scripts

In an excellent world, you wouldn’t need this script, nonetheless all through peak hours, it might be really powerful to deal with title queues efficiently. When callers hit (or are in peril of hitting) most wait cases, your script ought to copy the problem and provide new decisions.

13. Widespread script

Thanks for calling [Your Business Name]. Your title is important to us. Our current most wait time is roughly [X] minutes. We acknowledge your endurance, and the next accessible guide could be with you shortly. Don’t want to preserve? Press 1 to schedule a callback. You will not lose your home in line.

14. Totally different decisions script

Thanks for choosing [Your Business Name]. Our most wait time is presently [X] minutes. For many who wish to not wait, you might attain us by e-mail at [email address]. You possibly can even go to our site at [website URL] for assist, or press 1 to schedule a callback.

15. Purchaser prep script

At [Your Business Name], your time is important to us. Your estimated wait time is a most of [X] minutes. To help us serve you as fast as doable, please have your account knowledge ready, along with [XYZ]. Thanks!

IVR value scripts

It’s rather more helpful for purchasers (and brokers) when it’s doable to make funds with IVR versus a dwell agent. There’s quite a bit a lot much less room for the company to make errors when callers are plugging in all their knowledge instead of speaking it over the phone. It’s moreover going to decrease IVR compliance issues in case your brokers don’t have to take financial institution card knowledge over a recorded line. Check out what choices to seek for for individuals who need IVR compliance, then be taught on.

16. Widespread value script

Welcome to [Your Business Name]. To make a price, please choose from the following decisions:

To pay your bill using a credit score rating or debit card, press 1.

For knowledge on establishing computerized funds, press 2.

To search out out about totally different value methods, press 3.

To speak with the billing division, press 4.

17. Price troubleshooting script

We’re sorry you’re having factors collectively along with your value. We’re proper right here to help.

In case your value was declined, press 1.

If you wish to cancel a price, press 2.

For assist with value errors, press 3.

To speak straight with a billing guide, press 4.

18. Steadiness Affirmation Script

Thanks for calling [Your Business Name]. You don’t have any glorious steadiness presently.

To acquire a price affirmation, press 1.

To interchange your contact knowledge, press 2.

To find totally different corporations or discover out about our current promotions, press 3.

To speak with a buyer assist guide, press 4.

IVR survey scripts

You’ll get an unbelievable amount of highly-valuable purchaser data with surveys, nonetheless you want to physique the selection within the appropriate gentle to make sure that people to adjust to via. Research why callers skip IVR surveys and strategies to boost your completion value, then implement one among many scripts below.

19. Widespread survey script

​​Thanks for choosing [Your Business Name]. Your solutions is important for us to boost our corporations. Please take a second to participate in our purchaser satisfaction survey.

On a scale of 1 to 5, how glad are you with our [product(s) or services]?

If you want to provide additional suggestions, press 1.

For many who wish to not participate, press 2.

20. Service interaction survey

Thanks for choosing [Your Business Name] in your newest [service]. We’d prefer to hearken to about your newest interaction with [agent name]. Please value the interaction using the following decisions:

For many who have been glad with the agent’s assist, press 1.

For many who expert an issue all through your interaction, press 2.

To supply detailed solutions, press 3.

For many who wish to not participate, press 4.

Thanks for serving to us improve our service top quality!

21. Product experience survey

Thanks for choosing [Your Business Name] in your [type of products] needs. Please share your concepts on our merchandise.

In the event you’re glad with the usual of our merchandise, press 1.

If there are explicit choices you wish to see improved, press 2.

To supply additional suggestions, press 3.

For many who wish to not participate, press 4.

Solutions for writing environment friendly IVR scripts

As you develop and revise your scripts, listed under are some straightforward solutions for making them additional helpful and environment friendly:

• Scale back menu decisions. Limit menus to five decisions or a lot much less. Further decisions goes to confuse people and sure require agent intervention.
• Prioritize frequent duties. Place in all probability essentially the most incessantly used decisions on the excessive of the menu. This reduces frustration by minimizing the time needed to reach an vital choices.
• Use acquainted language. Write in plain, conversational phrases that callers understand merely. Avoid technical jargon to make the system additional accessible to a broader viewers.
• Maintain your pre-recorded messages fast. Ten seconds or a lot much less is correct, and solely use them when important. Prolonged pre-recorded messages actually really feel dismissive and worsening.
• Make it easy to speak to a human. Usually people don’t know what they need or they don’t want to converse to a machine. You need to make sure that they are going to get involved with an operator at any time by the title.
• Overview and refresh scripts recurrently. Regular enhancements make certain the system stays aligned with caller needs and enterprise aims. Schedule routine evaluations and exchange the script based totally on purchaser solutions and title analytics.

With proper now’s IVR analytics, firms can see which title flows and menus are working correctly — or not working the least bit. If the problem is not a technical one, then a poor script is maybe the perpetrator.