IVR Call Flow Design & Scripting

Improve the customer experience in your contact centre

Overhauling your current IVR call flows to improve the caller experience can really improve the efficiency of your contact centre, as callers will be delivered to the correct department first time with ease, minimising frustration. You can even provide relevant messages to deflect contact to other methods such as live chat, email or to self-serve via an online account.

Having a fresh pair of eyes review your existing call flows from an outsider’s perspective will uncover a host of improvements, to optimise your IVR experience.

It’s then our job to design your new IVR Call Flows making them easy to navigate, functional, and efficient.

Our team has years of experience designing contact centre IVRs and have proven call flow methodologies to help you achieve your goals whether that’s deflecting contact to self-serve channels and measuring its effectiveness or simply smoothing the caller journey.

IVR Call Flow Mapping & Design Service includes:

• Initial call or meeting

• Reviewing existing call flows & contact centre metrics

• Call Flow Mapping & Design Service

• IVR Optimisation

• Review and approval process

• Reference pack containing – diagrams in Visio & PDF formats

IVR Script Writing

When it comes to contact centre IVRs, simplicity is the key…

All too often we review IVR Systems with complicated language full of industry jargon that only people within the organisation fully understand.

This creates confusion and frustration for callers, so they either hang up and call a competitor or by the time they are connected to an agent they’re irritated, or through to the wrong department and have to be internally transferred.

Language feeds emotion, that’s why taking the time to simplify your IVR scripts can have a massive impact on customer satisfaction and your contact centre efficiency.

We specialise in creating IVR Scripts and messages that are ‘on brand’ in the correct tone of voice and in plain English to make the caller journey a pleasurable one.

IVR Script Writing Service includes:

• Defining the correct Tone of Voice for your IVR system

• Writing IVR Menu Messages

• Writing In Queue Messaging

• Writing On Hold Messaging

• Writing Emergency and DR messages

• Review and approval process

• Reference pack

IVR Design & Scripting can be provided independently but for the best results should be taken as part of our IVR Consultancy Service.

To get started, email hello@ivr-recordings.co.uk, or call for more information about our IVR Design & Scripting service.  

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