14 IVR Script Examples That Work Once more and Once more

When you’ve seen that the majority IVR (Interactive Voice Response) scripts sound the identical, that’s as a result of, effectively, they are the identical. This isn’t by chance. There’s an order of operations that prospects count on after they use your automated system, and it’s greatest for an IVR script to lean into that.

Name middle IVR scripts can be utilized in a wide range of methods, however all of them share the identical aim—to information callers towards a decision as rapidly as doable.

So irrespective of how fundamental or intricate your enterprise’s wants are, right here’s a set of 14 must-have IVR scripts that you should utilize to information callers by way of the proper path towards answering queries and resolving their points.

1. IVR Greeting Menu Script

Thanks for calling [COMPANY], your accomplice in [COMPANY's FIELD or SERVICE].

If you already know the extension of the individual you want to communicate with, chances are you'll dial it at any time. For Gross sales, press 1. For Buyer Help, press 2. For Billing and Funds, press 3. To listen to these choices once more, press 9.

To talk to our customer support consultant, please keep on the road or press 0. Your name is essential to us.

The greeting menu script is the primary level of contact that your callers will hear, so it’s essential to deal with crafting a transparent and concise message that directs them to the proper division. Excessively lengthy menus, complicated choices, or a scarcity of a transparent name to motion can go away callers feeling misplaced and pissed off.

This greeting works as a result of it’s aware of the next issues:

• Clear and concise introduction: Beginning with a thanks acknowledges the caller’s effort in reaching out. It units a constructive tone and expresses appreciation.
• Early extension choice: Permitting callers to dial an extension instantly caters to repeat prospects or these with particular contacts, rushing up their expertise.
• Syntax of choices: Saying “For Gross sales, press 1” as a substitute of “Press 1 for Gross sales” locations the aim of the decision earlier than the motion. This helps the caller resolve earlier than they hear the instruction, which is extra intuitive.
• Restricted choices: Protecting menu choices restricted prevents a caller from feeling overwhelmed. Intention for not more than 5 menu choices. You probably have extra, categorize them into sub-menus.
• Repetition and direct help choices: Providing a repeat of choices caters to those that want extra time or missed data. Offering a direct line to customer support (press 0) provides prospects preferring human interplay—or those that have a very advanced or pressing concern—a simple strategy to discuss to a stay agent.

This script ensures accessibility and ease of use for a broad vary of callers. It’s what they count on to listen to and can have them feeling assured that their wants are being taken care of earlier than they even communicate to a human.

2. Name Switch Script

Thanks for calling [COMPANY].

To make sure you obtain the very best service, we're transferring your name to the suitable consultant. Please keep on the road.

This script works as a result of it’s transient and simple, which reduces potential confusion. Let’s break down its parts additional:

• Acknowledgment/Introduction: Thanking the caller and explaining why they’re being transferred creates a way of worth and transparency. It additionally prepares them to be on maintain for a short while.
• Transferring Message: Informing the caller that you simply’re transferring their name units expectations about what comes subsequent.
• Finest Doable Service: This phrase signifies that the caller is in good arms and their concern will probably be resolved. It additionally subtly influences the caller’s notion of your service high quality.

Many firms additionally add further scripts whereas prospects wait, equivalent to a proposal, a reminder of essential data, or a suggestion to observe the corporate on social media.

Make the most of these alternatives in case you have them, however be sure to not overwhelm your caller with an excessive amount of data. They are often distracting if a caller is multi-tasking, probably resulting in a dropped name. And so they aren’t very useful if switch occasions are fast.

3. After-Hours Service Script

Thanks for calling [COMPANY]. Our workplace is presently closed.

Our common enterprise hours are from 9 AM to five PM, Monday to Friday, [TIMEZONE].

Please go away a message after the tone together with your identify, contact particulars, and the explanation on your name, and we are going to get again to you throughout our subsequent enterprise day.

For rapid help, please go to our web site at [COMPANY WEBSITE]. You possibly can tackle billing queries, schedule appointments, and even make funds on-line. Thanks for selecting [COMPANY].

In case your name middle isn’t staffed 24/7, this script is essential to nail. If a caller reaches out and may’t join with an actual agent, they’ll doubtless open a ticket or name once more throughout enterprise hours.

However this script offers the client with a name to motion to handle their account or question within the meantime, which is useful if it’s a easy request, like discovering out their account stability or making a fee. It might forestall a second name sooner or later if the client is prompted to take motion elsewhere.

Just a few different notable elements of this script that make it work embody:

• Acknowledging workplace hours: The script mentions the precise days and occasions so callers know when to achieve out sooner or later.
• Asking for particular data: Requesting solely important particulars (identify, contact information, purpose for name) will increase buyer compliance and reduces the time taken to go away a message.
• Providing alternate choices: Letting prospects know they will entry on-line providers for extra rapid help is thoughtful and exhibits the corporate’s dedication to buyer satisfaction.

It’s also possible to customise this script to incorporate any emergency or after-hours contact data if relevant. This exhibits that your organization values customer support and is ready to deal with any pressing conditions.

4. Name-Again Choice Script

Thanks for calling [COMPANY]. We perceive that your time is essential. As a substitute of ready on maintain, we provide a call-back choice.

Merely press 1 to obtain a name again from the subsequent obtainable consultant. Or proceed to carry and we are going to help you as quickly as doable.

The decision-back choice is a game-changer for customer support. It eliminates the frustration of ready on maintain and provides the caller management over their time. Right here’s why this script works:

• Acknowledging busy schedules: This script empathizes with prospects who could also be calling throughout a busy day, exhibiting that the corporate values their time.
• Easy and clear directions: Giving clear directions and a easy menu choice (press 1) makes it simple for the caller to decide on the call-back choice.
• Offering an alternate: Even when the caller chooses to not use the call-back choice, they know that the corporate affords this different, which is a pleasant contact and says rather a lot about your dedication to customer support.

Keep away from frequent errors like not providing the choice throughout peak name occasions or failing to observe by way of on promised callbacks.

5. Ready for Queue Script

Thanks for calling [COMPANY]. We see that there's presently a excessive quantity of calls, and we admire your endurance.

On common wait time is roughly [TIME] minutes. If you want to proceed to carry, a consultant will probably be with you as quickly as doable.

This script is essential for managing caller expectations and lowering frustration whereas ready in a queue. It really works as a result of it does the next.

• Acknowledging lengthy wait occasions: By acknowledging that there’s a excessive quantity of calls and thanking prospects for his or her endurance, this script exhibits respect for his or her time and understanding of the state of affairs.
• Offering an estimated wait time: Giving a tough estimate of how lengthy the caller might have to attend helps them resolve on whether or not to proceed holding or attempt once more at a later time.
• Providing an alternate: Letting prospects know that they will select to carry or name again later provides them management over their expertise and reduces emotions of helplessness.

Many name facilities make the error of not offering any data whereas prospects are on maintain, which may make callers really feel like their name isn’t connecting in any respect.

This naturally results in calls dropping or prospects hanging up and dialing once more, which may make it take even longer to get to their name. So be sure to make the most of scripts like this to maintain callers knowledgeable and feeling valued whereas they wait.

6. Name Routing by Division Script

Thanks for calling [COMPANY].

To make sure that you're rapidly related to the proper division, please hear rigorously to the next choices.

Press 1 for Gross sales, press 2 for Billing, press 3 for Technical Help, and press 4 for Common Inquiries.

That is fairly simple—you wish to give callers easy accessibility to the division they want. There’s no must litter up the script with further data that can simply have them tapping their fingers as they anticipate the choices menu.

This script works by doing the next:

• Offering clear choices: By itemizing out particular departments and corresponding numbers, this script eliminates confusion and ensures that prospects are routed accurately.
• Utilizing easy language: Utilizing direct and easy-to-understand language makes it simpler for patrons to navigate the menu and select the suitable choice.
• Together with a normal inquiries choice: Fewer misrouted calls will be achieved by together with a normal inquiries choice, which may catch any calls that will not match into the opposite classes.

Name facilities typically get this fallacious and make small errors like not offering sufficient choices or utilizing complicated language, equivalent to calling the technical assist division “our group of consultants.”

Maintain it easy and clear to make the decision routing course of clean for each prospects and brokers.

7. Buyer Suggestions and Survey Script

Thanks for selecting [COMPANY]. We worth your suggestions and would admire it in case you might take a fast survey to assist enhance the client expertise.

If you want to take part in our survey after your name, please press 1 now. If not, merely keep on the road and a consultant will help you shortly.

Gathering buyer suggestions is important for understanding a buyer’s wants and bettering the general service offered by an organization.

Making a script in addition to an interactive voice response or touchpad choice for opting in or out of a survey saves the agent and buyer time when within the precise name.

Right here’s why this script is efficient:

• Giving the client a selection: Permitting the client to decide on upfront whether or not or to not take part in a survey exhibits respect for his or her time and preferences.
• Providing an alternate: If the client chooses to not take part, they will proceed with their name with none interruption.
• Clarify how lengthy the survey will take: By mentioning that it is going to be a fast survey, prospects usually tend to conform to take part. Maintain surveys underneath 5 minutes so your callers don’t get pissed off and grasp up midway by way of the survey.
• Concentrate on firm enchancment: By emphasizing the worth of suggestions in bettering the client expertise, this script encourages prospects to take part within the survey.

Some organizations incentivize prospects to take part in surveys and will add a press release on the finish of the script providing a reduction or particular supply for finishing the survey.

Whereas this may enhance participation, it’s essential to maintain this script brief and candy so it doesn’t waste uninterested prospects’ time.

8. Cost Processing and Billing Info Script

Welcome to the [Company] billing division. We wish to remind you that funds are due on the primary of each month.

Listed below are your choices for making a fee: To pay with a credit score or debit card, press 1. To enroll in automated funds, press 2. For billing inquiries, press 3. To talk with a consultant, press 0.

To take heed to this menu once more, press 9.

Few IVR scripts are as essential because the one for fee and billing data. For one, it is a main purpose why prospects are calling within the first place. And secondly—you wish to receives a commission, so it’s in your greatest curiosity to make the method as simple as doable.

This script covers all the mandatory choices and features a few further options that make it efficient:

• Reminder of fee due date: Reminding prospects when their fee is due helps keep away from late funds and potential service interruptions. You could must tweak this if your enterprise affords a number of due date choices.
• A number of fee choices: Offering varied methods to make a fee provides prospects flexibility and may enhance the chance of on-time funds. That is particularly useful if a buyer doesn’t wish to maintain a card on file.
• Enrollment in automated funds: This selection is handy for each prospects and the corporate, because it ensures well timed funds and reduces the necessity for future billing-related calls. Your VoIP cellphone service can automate this course of for you and save fee particulars for the long run with out the necessity for an agent.
• Inquiry choice: Together with an choice for billing inquiries saves prospects time and helps resolve any points they might have earlier than making a fee.

Some firms can also supply a fee extension choice for patrons who want extra time to make their funds. This may be added as an additional choice, equivalent to “To request a fee extension, press 4.”

9. Technical Help Help Script

Welcome to [COMPANY] technical assist. Thanks for calling us at the moment.

To make sure that you're related to the proper specialist, please hear rigorously to the next choices:

In case your concern is said to software program, press 1. If it is a {hardware} drawback, press 2. For community or web points, press 3. To talk with a consultant, press 0.

To take heed to this menu once more, press 9.

Technical points will be irritating for patrons, which suggests they’re doubtless in a rush to talk with a specialist who might help them resolve the difficulty rapidly. Eradicating fluff is the principle goal when drafting a technical assist script.

Right here’s how this script could make your technical assist calls extra environment friendly and efficient:

• Particular choices: As a substitute of a normal “technical assist” choice, this script breaks down the difficulty into particular classes to make sure the client is related with the proper specialist. This cuts down on name transfers and reduces frustration for each events.
• Clear directions: By mentioning that prospects ought to hear rigorously to the choices, it prepares them for a extra environment friendly name by lowering the chance of them urgent the fallacious key and being related to the fallacious specialist.
• Represents frequent points: These choices should not exhaustive, however they cowl frequent causes prospects name technical assist. If your organization receives a excessive quantity of requires different particular points, think about including that as an choice as effectively.

Name facilities may also think about including an automatic part of troubleshooting steps earlier than connecting the client to a specialist. This might help resolve points with out the necessity for an agent, lowering name quantity and wait occasions for patrons.

However beware, if this doesn’t tackle the difficulty and the caller must take heed to a pre-recorded answer that’s not related, it may be irritating and trigger extra hurt than good. So be sure there’s at all times a simple manner for the client to attach on to an agent for assist.

10. Appointment Scheduling and Affirmation Script

Welcome to [COMPANY] appointment scheduling. We're right here that will help you schedule and ensure your appointments.

For brand new appointments, press 1. For rescheduling or canceling an current appointment, press 2. To verify an upcoming appointment, press 3. For all different inquiries, press 0.

To take heed to this menu once more, press 9.

When callers are able to schedule an appointment, they don’t wish to be greeted with a protracted, difficult menu. This script simplifies the method whereas additionally offering an choice for current appointments and normal inquiries.

This script is useful for the next causes:

• Clear directions: By stating “We’re right here that will help you schedule and ensure your appointments,” callers know they’ve reached the proper division and may get help for his or her particular wants.
• Choices for each new and current appointments: This script covers all elements of appointment scheduling, from creating a brand new one to rescheduling or canceling an current one. This ensures that the client’s wants are addressed with none confusion.
• Extra inquiries choice: By together with an choice for normal inquiries, prospects can simply get solutions to any questions they might have about their appointments.

The most important mistake that decision facilities make with this script is to make use of a really generic reserving script that doesn’t enable callers to make modifications to an current appointment. This may trigger frustration and longer name occasions, so be sure so as to add all related choices a caller might wish to hear.

11. Emergency Contact and Escalation Script

You've got reached the emergency contact line for [COMPANY]. If that is an pressing matter, press 1. For non-urgent issues, press 2. To talk with a consultant, press 3.

In case you are experiencing a life-threatening emergency, please grasp up and dial 911 instantly. To take heed to this menu once more, press 9.

Emergency scripts might not apply to each enterprise, however they’re essential for those who do require them. Right here’s why this script is efficient:

• Differentiation between pressing and non-urgent issues: This helps prioritize calls and ensures that pressing issues are addressed promptly.
• Referral to correct emergency providers: In case of a life-threatening emergency, it’s essential to offer clear directions for callers to hold up and dial 911 instantly. This may probably save lives in crucial conditions.

If there’s one other manner a caller can contact you and obtain a faster response, equivalent to chat assist or electronic mail, you may present this selection as effectively to allow them to get assist by way of one other, probably faster, channel.

12. Product Info and Gross sales Inquiry Script

Thanks for calling [COMPANY] product data and gross sales inquiry line. To be taught extra about our merchandise, press 1. For pricing and availability inquiries, press 2. For questions relating to order standing or supply, press 3. To talk with a consultant, press 0.

To take heed to this menu once more, press 9.

This script is important for firms that promote merchandise and wish to present their prospects with fast and correct data. It follows ecommerce greatest practices and works for the next causes:

• Direct entry to product data: By together with an choice particularly for studying extra about merchandise, callers can get the knowledge they want with out being transferred or ready on maintain.
• Easy accessibility to order standing inquiries: Prospects are at all times desperate to know the standing of their orders, and this script offers a direct choice for them to get that data.
• Choice for talking with a consultant: In case the caller has any further questions or desires to buy over the cellphone, this script affords an choice to attach straight with a consultant.

Just remember to’re clear about pricing, phrases, and product data to keep away from any confusion or complaints from prospects. Moreover, be sure to maintain your product data scripts updated and in alignment with different pricing and choices you’ve gotten in your web site.

13. Language Choice and Accessibility Choices Script

Welcome to [COMPANY]. Para Español, oprima el uno. For English, press 2. When you require accessibility choices, please press 3. To talk with a consultant, please press 0.

To take heed to this menu once more, press 9.

In case your name middle caters to a multilingual or various buyer base, it’s essential to accommodate their language preferences and any accessibility wants they might have. This script covers all of the bases with:

• A number of language choices: By offering an choice for Spanish-speaking prospects, you’re exhibiting that you simply worth range and are aware of language preferences.
• Accessibility choices: It’s essential to make sure that your name middle is accessible for all prospects. By including this selection, you’re exhibiting that you simply care about offering equal entry to your providers.

Many firms don’t take the time to investigate the demographics of their buyer base, and in case your prospects can’t obtain correct assist of their most well-liked language or with any accessibility wants, it could actually result in a lack of enterprise.

Supply language and accessibility choices that mirror the wants of your group in order that they really feel valued and supported by your group.

14. Customized Caller Recognition Script

Welcome again to [COMPANY], [Caller's Name]! It is nice to have you ever with us once more.

For details about your latest order, press 1. To talk to our customer support group, press 2. You probably have a brand new inquiry, press 3.

For all different questions, press 4. To repeat these choices, press 9. Thanks on your continued belief in [COMPANY].

Personalization is vital to making a constructive buyer expertise and constructing a powerful relationship together with your prospects. This script showcases that private contact within the following methods:

• Use of caller’s identify: By utilizing the caller’s identify, you’re acknowledging their earlier interactions together with your firm and making them really feel extra valued.
• Choices for various wants: This script offers choices primarily based on the caller’s potential causes for calling, making it simpler for them to navigate and discover the knowledge they want.
• Gratitude in the direction of the client: By thanking the client for his or her continued belief in your organization, you’re exhibiting that you simply admire their enterprise and are devoted to assembly their wants.

Customized recognition can go a great distance in creating buyer loyalty and satisfaction, so take advantage of out of those interactions. Your company may even profit from this customization, as caller detection may also assist in CRM integration and knowledge gathering.