We love it when clients ask us this question because it shows they care about the customer experience. What makes a good IVR script is a very good question to ask because the language you use, the length of each messages and how you structure the overall call flow can make or quite literally break your callers experience.
IVR scripts should get right to the point and be as short as possible
Your callers want to speak to a human being as quickly as possible so writing lengthy IVR prompts that delay being connected to a real agent is only going to cause frustration.
Keep each prompt as short as possible while still giving the caller all the relevant information and try to reduce the number of options if possible to keep the caller moving through the IVR system.
The script needs to be congruent with your brand
This is all down to your use of language. Corporate companies such as insurance firms, banks and legal practices should most probably adopt a formal approach to instil confidence and reassure callers. Companies in creative industries might opt for a more informal style script to match their brand.
Think about what happens when/if the caller enters a call queue
You might think once a caller has been guided to a department that's the end of the script but what happens if the caller has to wait to speak to an agent and enters the call queue? What do they hear? Silence? Music? Their position in the queue?
At the very least you should have a music track that matches your brand to keep callers engaged and ideally you should have music and voice messages to give out relevant information. For example if a caller needs their account number remind them whilst they’re in the call queue so they can have all the information to hand.
For callers in a support call queue you can tell them where to find answers to frequently asked questions.
Taking the time to fully map out each call flow and IVR script will have a positive impact on your caller’s experience.
So there you have it our top tips to help you create a great IVR Script.
Still need some help? Then get in touch, call 0161 850 3033 we offer a free 20 minute IVR Script consultation.