Interactive Voice Response (IVR) techniques are sometimes the primary level of contact between a enterprise and its prospects. 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 prospects and brokers but in addition scale 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 will hurt your status and improve operational prices.

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

use this listing of IVR scripts

My objective is to give you script examples in your whole IVR name movement, 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 fee scripts.
• IVR survey scripts.

For every of most of these IVR scripts, I’ve provided three variations. My hope is that it is possible for you to to seek out one which aligns with what you are promoting wants.

Alongside the best way, I’ve included steerage and hyperlinks to related content material. Bettering scripts will make it easier to maximize containment charge for IVR name flows by guaranteeing prospects get clear info 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 if in case you have by no means finished it earlier than, it’s not laborious 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 assist specialist.

2. Promotional greeting

Welcome to (Your Enterprise Title), the place (insert your tagline right here). Press 1 to be taught extra about (the promotion at the moment being provided) 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 approach 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. Basic menu script

Welcome to (Your Enterprise Title).

For details about our services and products, press 1.

For billing and fee inquiries, press 2.

For technical assist, press 3.

To talk with a member of our gross sales group, press 4.

For enterprise hours and site info, 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 reap the benefits of this promotion, press 1.

To study new merchandise, press 2.

To inquire about reductions and provides, 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 Enterprise Title). We worth what you are promoting and admire your suggestions.

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

To supply suggestions in your current expertise, press 2.

To depart 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 occasions is tough on name heart employees, however it’s additionally annoying for purchasers who’re ready to talk to an agent. Offering respectful messaging to prospects on maintain is essential.

Tip: take into account 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 accessible, which is a win-win. Callers can get off maintain and brokers have the pliability to cope with inquiries at a extra manageable charge.

7. Basic on-hold script

Thanks for selecting (Your Enterprise Title).

Your name is necessary to us, we look ahead to with the ability to help you shortly. Please keep on the road to talk to a consultant. You may as well say, “Name me again” to schedule a name again from our subsequent obtainable 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 endurance. Within the meantime, take into account 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 concerning the promotion). Press 1 to assert 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’ve got brokers obtainable to reply calls 24/7, you’ll need to have an after hours script prepared to tell prospects about their choices. In some instances name heart outsourcing is sensible 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. Basic after-hours script

Thanks for calling (Your Enterprise). We’re at the moment closed. Our common enterprise hours are (point out enterprise hours). For those who’d like to go away a message, please press 1 to document a voicemail. A consultant will return your name after 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 at the moment closed. Please press 1 to go away your contact info 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 assist line for (Your Enterprise). If you’re experiencing a vital challenge that requires speedy consideration, please press 1 to be related to our on-call assist 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 occasions, your script ought to mirror the difficulty and provide new choices.

13. Basic script

Thanks for calling (Your Enterprise Title). Your name is necessary to us. Our present most wait time is roughly (X) minutes. We admire your endurance, and the subsequent obtainable consultant will probably be with you shortly. Don’t need to maintain? Press 1 to schedule a callback. You’ll not lose your house in line.

14. Various choices script

Thanks for selecting (Your Enterprise Title). Our most wait time is at the moment (X) minutes. For those who choose to not wait, you’ll be able to attain us through electronic mail at (electronic mail tackle). You may as well 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 necessary 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 info prepared, together with (XYZ). Thanks!

IVR fee scripts

It’s much more handy for purchasers (and brokers) when it’s potential to make funds with IVR versus a stay agent. There’s a lot much less room for the corporate to make errors when callers are plugging in all their info 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. Try what options to search for should you want IVR compliance, then learn on.

16. Basic fee script

Welcome to (Your Enterprise Title). To make a fee, please select from the next choices:

To pay your invoice utilizing a credit score or debit card, press 1.

For info on organising automated funds, press 2.

To study different fee 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 fee. We’re right here to assist.

In case your fee was declined, press 1.

If it’s good 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 Enterprise Title). You don’t have any excellent stability at the moment.

To obtain a fee affirmation, press 1.

To replace your contact info, 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 may get an unimaginable quantity of highly-valuable buyer knowledge with surveys, however you need to body the choice in the appropriate mild to ensure that individuals to comply with via. Study why callers skip IVR surveys and the way to 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 want to offer further feedback, press 1.

For those who choose 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 identify). Please charge the interplay utilizing the next choices:

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

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

To supply detailed suggestions, press 3.

For those who 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 Enterprise Title) in your (kind 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 further feedback, press 3.

For those who choose 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 sure require agent intervention.
• Prioritize widespread duties. Place essentially the most steadily 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 simple to talk to a human. Typically individuals don’t know what they want or they don’t need to communicate to a machine. You should be certain that they’ll get in contact with an operator at any time in the course of the name.
• Assessment and refresh scripts repeatedly. Steady enhancements make sure the system stays aligned with caller wants and enterprise targets. Schedule routine evaluations and replace the script primarily based on buyer suggestions and name analytics.

With immediately’s IVR analytics, corporations can see which name flows and menus are working properly — or not working in any respect. If the difficulty just isn’t a technical one, then a poor script may be the perpetrator.