The Do's and Don'ts of IVR Scripts - Wiki

The Do's and Don'ts of IVR Scripts

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The Do's and Don'ts of IVR Scripts

IVR (Interactive Voice Response) scripts help in guiding your business callers through what could otherwise be a complex routing system. IVR scripts can generally be quicker in redirecting callers to the concerned department, provided they are set up in a way which makes it much easier for callers to navigate. It is not uncanny for callers to get confused and perplexed with such automated responses. Thus, knowing the do's and the don'ts of IVR script and the journey followed by customers, plays a crucial role in enhancing the overall customer experience.

The Do's of IVR Scripts

1. The first and foremost do of an IVR script is the welcome greeting and appreciation for their call to the business. Yes, it might not be possible to provide a personalized response for every caller, but at the same time, do not greet your callers with an emotionless, cold and robotic response. Something professional with a welcoming and warm tone will help keep things composed and easy.
2. Place the most frequently used and important options as the first choices in the IVR scripts. If any of your business customers call for billing questions, it should be the first choice in your IVR scripts.
3. Always provide the option for the caller to press “0” to talk to a person. Give them an easy way to connect to an operator. Sometimes you just want to speak to a person right away, why not speed the process for them from the main menu?
4. If any menu options have been changed, do let your callers know right away. For more frequent callers, they might be accustomed to spamming the keys to reach to the department they would like to speak. So, if your business like to switch things around from time to time, let them know about it. These can save a lot of frustration to your callers.

The Don'ts of IVR Scripts

1. Do not greet your callers with a massive monologue which continues over a long period of time. Try and limit the information in your welcome greeting.
2. Do not overwhelm your business callers with an ample amount of options. Yes, it might seem to be useful for callers to access each individual department, but we also don't want the callers to be sitting and listening the script for 2 minutes before they know what their option is.
3. Do not hang up or disconnect on business callers. Some automated attendants are configured to hang up the call when the callers do not choose any option within a specified time. Always provide a return menu option, so they can know their options again, in the case of confusion.
4. You do not have to repeat the same scripts for every single option in the script. Saying "Thank you" and "Please", might seem to be polite, but it takes away precious time every time it is repeated. It can frustrate a lot of callers. Remember, the main goal of IVR scripts is to lead the caller to the department they need as soon as possible.

There are still a number of solutions to simplify and help communication management for business and customers on a daily basis. Starting with these recommendations, you will be enhancing your customer experience as a step one when they try to reach you.

To learn more about IVR, give a good read to our Wiki article:


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