21 IVR Scripts You Can Steal (And How one can Use Them)

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 shortly and effectively to the help they want.

Clear, intuitive scripts not solely save time for each clients and brokers but additionally 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 could hurt your status and enhance operational prices.

Under, 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 can assist you develop scripts with one of the best likelihood of delivering a superb buyer expertise.

How one can use this listing of IVR scripts

My objective is to give you script examples on your complete IVR name movement, 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 these kinds of IVR scripts, I’ve provided three variations. My hope is that it is possible for you to to seek out one which aligns with your online business wants.

Alongside the best way, I’ve included steering and hyperlinks to related content material. Enhancing scripts will allow you to maximize containment fee 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 right quantity and what to anticipate transferring ahead. Even when you’ve got by no means completed it earlier than, it’s not laborious to create an IVR recording that sounds skilled, on-brand, and contributes to a constructive first impression.

1. Basic greeting

Welcome to [Your Business Name]! We’re pleased 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. This can be a easy strategy to make it simpler for callers to navigate IVR cellphone bushes — they hear the phrase they’re on the lookout for after which the right quantity to press.

4. Basic menu script

Welcome to [Your Business Name].

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 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 reap the benefits of this promotion, press 1.

To find out about new merchandise, press 2.

To inquire about reductions and presents, 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 Business Name]. We worth your online business and respect 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 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 occasions is difficult on name heart workers, however it’s additionally annoying for patrons 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 out there, 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. Basic on-hold script

Thanks for selecting [Your Business Name].

Your name is necessary to us, we look ahead to having the ability to help you shortly. Please keep on the road to talk to a consultant. You can too 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 respect your persistence. Within the meantime, think about asking our system for assist with easy inquiries. You may say issues like, “Make an appointment,” “Test my stability,” 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 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 have got brokers out there to reply calls 24/7, you’ll need to have an after hours script prepared to tell clients about their choices. In some circumstances 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. Basic 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 report a voicemail. A consultant will return your name once 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 potential throughout the subsequent enterprise day. Thanks!

12. Emergency after-hours script

Thanks for calling the emergency help line for [Your Business]. In case you are experiencing a crucial problem that requires instant consideration, please press 1 to be linked 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 tough to handle name queues successfully. When callers hit (or are at risk of hitting) most wait occasions, your script ought to replicate the problem and supply new choices.

13. Basic script

Thanks for calling [Your Business Name]. Your name is necessary to us. Our present most wait time is roughly [X] minutes. We respect your persistence, and the following out there consultant can be with you shortly. Don’t need 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. For those who choose to not wait, you’ll be able to attain us through e-mail at [email address]. You can too 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 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 data prepared, together with [XYZ]. Thanks!

IVR cost scripts

16. Basic 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 organising computerized funds, press 2.

To find out about various 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 that you must cancel a cost, press 2.

For help with cost 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 stability at the moment.

To obtain a cost affirmation, press 1.

To replace your contact data, press 2.

To discover different providers 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 unimaginable quantity of highly-valuable buyer knowledge with surveys, however you need to body the choice in the appropriate mild to ensure that folks to observe by. Be taught why callers skip IVR surveys and the way to enhance your completion fee, then implement one of many scripts beneath.

19. Basic survey script

​​Thanks for selecting [Your Business Name]. Your suggestions is significant 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 services]?

If you want to offer extra feedback, press 1.

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

20. Service interplay survey

Thanks for selecting [Your Business Name] on your current [service]. We’d like to listen to about your current interplay with [agent name]. Please fee 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 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 Business Name] on your [type of products] wants. Please share your ideas on our merchandise.

In case you are 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.

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

Suggestions for writing efficient IVR scripts

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

• Decrease menu choices. Restrict menus to 5 choices or much less. Extra choices goes to confuse folks and certain require agent intervention.
• Prioritize frequent duties. Place probably the most often used choices on the prime of the menu. This reduces frustration by minimizing the time wanted to achieve 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.
• Maintain your pre-recorded messages brief. Ten seconds or much less is good, 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 need to communicate to a machine. It is advisable be certain that they’ll get in contact with an operator at any time throughout the name.
• Evaluate and refresh scripts frequently. Steady enhancements make sure the system stays aligned with caller wants and enterprise targets. Schedule routine evaluations and replace the script based mostly on buyer suggestions and name analytics.

With at this time’s IVR analytics, firms can see which name flows and menus are working nicely — or not working in any respect. If the problem is just not a technical one, then a poor script may be the offender.