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 assist 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 popularity and enhance operational prices.

Beneath, I’ve curated 21 IVR script examples which you can adapt to your wants. After the record, I’ve included a quick tip part that will help you develop scripts with one of the best likelihood of delivering a wonderful buyer expertise.

Methods to use this record of IVR scripts

My objective is to give you script examples in your complete IVR name circulation, so I’ve damaged down the method into seven frequent 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 all these IVR scripts, I’ve supplied three variations. My hope is that it is possible for you to to search out one which aligns with your enterprise wants.

Alongside the way in which, I’ve included steerage and hyperlinks to related content material. Enhancing scripts will assist you maximize containment price 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 essential 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 optimistic first impression.

1. Common greeting

Welcome to [Your Business Name]! We’re joyful to assist. Please select from the next choices, or press 0 to talk with a buyer assist 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 workforce 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 technique to make it simpler for callers to navigate IVR telephone timber — they hear the phrase they’re on the lookout for after which the right quantity to press.

4. Common menu script

Welcome to [Your Business Name].

For details about our services and products, press 1.

For billing and cost inquiries, press 2.

For technical assist, press 3.

To talk with a member of our gross sales workforce, 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 Business Name]! We’re excited to supply [promotion] all through the month of [month].

To make the most of this promotion, press 1.

To find out about new merchandise, press 2.

To inquire about reductions and affords, 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 enterprise and recognize your suggestions.

To take part in a buyer satisfaction survey, press 1.

To offer suggestions in your latest expertise, press 2.

To go away a testimonial, press 3.

For common 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, but it surely’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 choice and including it to your on-hold IVR scripts. This lets callers dangle up and obtain a callback as soon as an agent is accessible, which is a win-win. Callers can get off maintain and brokers have the pliability to cope with inquiries at a extra manageable price.

7. Common 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 accessible agent. You’ll not lose your house 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 recognize your endurance. Within the meantime, think about asking our system for assist with easy inquiries. You’ll be able to say issues like, “Make an appointment,” “Test my steadiness,” or “What are your opening hours?”

9. On-hold promo script

Thanks for holding. To indicate our appreciation, we’re providing you [details about the promotion]. Press 1 to say this supply, or point out it to our customer support consultant after connecting. We’ll be with you shortly.

After-hours IVR scripts

Except you could 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 assist, however a succinct after-hours script can put a buyer at-ease till they’ve the chance to talk to an agent.

10. Common after-hours script

Thanks for calling [Your Business]. We’re presently closed. Our common enterprise hours are [mention business hours]. For those who’d like to go away a message, please press 1 to file 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 assist line for [Your Business]. If you’re experiencing a essential situation that requires instant consideration, please press 1 to be linked to our on-call assist workforce. 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 tough to handle name queues successfully. When callers hit (or are in peril of hitting) most wait instances, your script ought to replicate the difficulty and supply new choices.

13. Common script

Thanks for calling [Your Business Name]. Your name is essential to us. Our present most wait time is roughly [X] minutes. We recognize your endurance, and the following accessible consultant might 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 Business Name]. Our most wait time is presently [X] minutes. For those who want to not wait, you may attain us through e-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 cost scripts

It’s much more handy for purchasers (and brokers) when it’s doable to make funds with IVR versus a dwell 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 need to take bank card data over a recorded line. Take a look at what options to search for for those who want IVR compliance, then learn on.

16. Common cost script

Welcome to [Your Business Name]. 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 establishing computerized funds, press 2.

To find out about different cost strategies, press 3.

To talk with the billing division, press 4.

17. Fee 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 want to cancel a cost, press 2.

For help with cost errors, press 3.

To talk straight with a billing consultant, press 4.

18. Steadiness Affirmation Script

Thanks for calling [Your Business Name]. You haven’t any excellent steadiness presently.

To obtain a cost affirmation, press 1.

To replace your contact data, press 2.

To discover different companies or find out about 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 knowledge with surveys, however you need to body the choice in the suitable mild to ensure that individuals to comply with by means of. Study why callers skip IVR surveys and methods to enhance your completion price, then implement one of many scripts under.

19. Common 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.

For those who want to not take part, press 2.

20. Service interplay survey

Thanks for selecting [Your Business Name] in your latest [service]. We’d like to listen to about your latest interplay with [agent name]. Please price the interplay utilizing the next choices:

For those who have been glad with the agent’s help, press 1.

For those who skilled a problem throughout your interplay, press 2.

To offer detailed suggestions, press 3.

For those who want 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 want to see improved, press 2.

To offer extra feedback, press 3.

For those who want to not take part, press 4.

Suggestions for writing efficient IVR scripts

As you develop and revise your scripts, listed below are some easy suggestions for making them extra useful and efficient:

• Reduce menu choices. Restrict menus to 5 choices or much less. Extra choices goes to confuse individuals and certain require agent intervention.
• Prioritize frequent duties. Place probably the most incessantly used choices on the high of the menu. This reduces frustration by minimizing the time wanted to succeed in an important 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 essential. Lengthy pre-recorded messages really feel dismissive and irritating.
• Make it simple to talk to a human. Generally individuals don’t know what they want or they don’t wish to converse to a machine. You must ensure that they will get in contact with an operator at any time through the name.
• Overview and refresh scripts recurrently. Steady enhancements make sure the system stays aligned with caller wants and enterprise objectives. Schedule routine evaluations and replace the script primarily based on buyer suggestions and name analytics.

With right now’s IVR analytics, corporations 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 is perhaps the perpetrator.