If your company has an IVR system (an automated entity which answers the call and sorts callers into “departments”), chances are good that it might be the very first impression of your business for many of your customers or clients. Those prompts that callers hear are essentially your company’s first line of customer service, so you want to make sure your message to them is on point. Here are some simple ways to do that by creating a well-written IVR script and ensuring your voice prompts are helping – and not hindering -- your caller’s experience. Let’s take a look at this basic main menu IVR sample script and see why it works.
Hello and thank you for calling [Your Company Name]. If you know the extension of the person or party you wish to reach, please enter it now. For sales, press 1. For technical support, press 2. For billing and payment inquiries, press 3. For more information on our company, press 4. To speak with a live representative, press 0 at any time. To repeat this message, please press pound.
It's a little generic; it doesn’t take many chances (or show a lot of personality – something I’ve urged IVR writers to do in past articles) – but it gets the job done. If you’re looking for a no-frills, under-the-radar auto-attendant greeting – this is it.
Here's why even this basic prompt works on a granular level:
It Greets Your Clients From the Start
As we mentioned, your IVR script’s opening line should be as pleasant and professional as if you were shaking hands with a new client or business partner for the first time. A quick intro is a perfect way to lead into your company’s menu option, which will efficiently direct your callers to where they need to go.
It's Short & Sweet
The prompts in this sample are both direct and on message. Be concise. Remember, the time your caller spends navigating your menu is not just their time, but the time you could be more directly engaging them in a more meaningful way. We can all get frustrated with IVR prompts that seem as long and as complicated as a Tolstoy novel, so in order to keep your callers focused on the menu options you are offering, try and keep your prompts economical. The caller’s attention span is shorter than you think.
Less Is More
In keeping with the theme of brevity, we find that IVR scripts featuring a long list of departments can sometimes be difficult for callers to navigate. Too many options in your main menu, and impatient callers start hanging up or pressing 0 for a live representative right away. A good way to avoid losing your caller is to design a menu that is easy to digest upon first listen. Try narrowing the initial list of department options down to a few general groups (my recommendation is five choices, initially) and expand from there.
Departments First, Extension Second
Unfortunately, an all-too-common common mistake in many IVR scripts is the simple way each menu option is phrased. It is much easier to first get your caller’s attention by first announcing the department they may wish to reach (“For sales….”) followed by the extension number (“….press 1”). This phrasing gives your clients time to process the options and make their decision, rather than the other way around ("Press 1 for sales"). It may seem like the minutest of details, but it is far more effective at directing your callers efficiently.
It Gives Callers an “Out”
By giving callers an option to learn more about the company (even though it’s a pre-recorded paragraph of the basic company info like hours, locations, directions) and the all-important immediate hand-off to a live agent (acknowledging that sometimes, none of the options apply to what you’re looking for) you’re giving callers control, you’re respecting their time, and providing them a work-around to maneuvering through the IVR if they don’t need to.
Following these suggestions will help to draft a good solid framework for your IVR prompts, and provide a smooth-flowing stress-free experience for your customers