7 Effective IVR script templates to enhance customer experience

• An Interactive Voice Response (IVR) script is a series of spoken prompts, commonly known as the selection menu.

• A well-written IVR script ensures callers can easily connect to the correct department or service.

• A strong IVR script helps you avoid these common mistakes:

  • Overly complex menus

  • Unclear language

  • Inconsistent tone of voice

  • Outdated information

  • Lack of accessibility

• Follow these guidelines when writing an effective IVR script:

  • Use short, clear instructions

  • Limit the number of options and choices

  • Match the tone to your brand

  • Provide an easy option to speak with an agent

• This blog includes templates for:

  • A welcome message

  • After (business)hours messages

  • Queue notifications

  • Order tracking

  • Healthcare services

  • Technical support

  • Absence notifications

• A professionally recorded IVR script works better than an AI-generated one. AI voices lack nuance and create confusion, while human voices are warm and empathetic. For customer service or sensitive topics (such as healthcare), a human voice-over is particularly important.

• Like many other businesses, invest in professional voice recordings. A well-delivered IVR script enhances customer loyalty and strengthens your positive brand identity.

• Choose VoiceProductions. Our voice actors deliver within one business day or faster. All our voice-over specialists work from professional home studios or on-site. VoiceProductions offers worldwide casting as well as assistance with editing and sound design.

  • Contact us today to learn more:
    📧 support@voiceproductions.com

An IVR script is a structured sequence of voice prompts designed to guide callers through an automated phone system. These scripts provide clear instructions and options to connect callers to the right department or service. Often referred to as the “menu options,” they help businesses improve customer service.

If you’ve ever called a large company, you’ll likely recognise this: “Press 1 for Sales, 2 for Support.”

Strong IVR scripts reduce caller frustration, increase satisfaction, and improve First Call Resolution rates by up to 30%.

Key characteristics of an effective IVR script include:

• Queue notifications: “Thank you for calling. Your estimated wait time is 2 minutes” or “There are three callers ahead of you.”

• Self-service options: “Press 2 to speak with an assistant.”

These features make it easier for customers to access the information they need, receive timely support, and enjoy a structured, frustration-free experience. This is why well-crafted IVR scripts are a win-win for both businesses and customers.

When writing IVR scripts for your IVR system, there are several pitfalls to avoid caller frustration:

1. Overly complex menus: Too many options or excessively long menus frustrate callers.

2. Unclear language: Keep prompts active, concise, and clear. Avoid vague phrasing like “Please stay on the line for an agent” without specifying a timeframe.

3. Inconsistent tone of voice: The tone should align with your brand identity. Switching from formal to casual is confusing.

4. Outdated information: Regularly update your IVR scripts. For example, if you’re now open on Saturdays, ensure your script reflects this.

5. Lack of accessibility: Cater to a diverse audience by offering multiple language options and clear, inclusive instructions.

A well-designed IVR script helps customers navigate your phone system quickly and efficiently. Follow these tips to create user-friendly scripts:

• Use short, clear instructions. Keep prompts simple and direct. Example: “For billing, press 1.” Avoid lengthy sentences or technical jargon.

• Limit menu choices. Stick to a maximum of five options per menu to keep it manageable.

• Match the tone to your brand. Ensure the voice and language reflect your company’s identity, building trust and professionalism.

• Offer an easy way to reach an agent. Allow customers to connect with a representative easily, such as “Press 1 to speak with an agent.”

• Review and update your IVR script based on customer feedback.

Simple IVR menu options reduce call abandonment rates by 20%. Personalised options also increase engagement by helping customers feel understood.

An effective IVR script can transform your customer’s experience. Below are practical IVR script examples for various scenarios, which you can customise to suit your organisation.

“Thank you for calling [Company Name]. Please select one of the following options:

• To speak with a customer support representative, press 1.

• For our billing department, press 2.

• To speak to a sales representative, press 3.

• [Continue listing options as needed.]
  Press 0 to hear the menu options again.”

“Thank you for calling [Company Name]. Our offices are currently closed. Our opening hours are:

• During [normal] business hours on Monday to Friday: 8:30 AM – 5:00 PM.

• Saturday: 10:00 AM – 2:00 PM.

• Sunday: Closed.

For urgent inquiries, please leave a message, and we’ll get back to you as soon as possible.”

“All our agents are currently busy. There are [number] callers ahead of you. Please choose one of the following options:

• Stay on the line to keep your place in the queue.

• Press 1 to request a callback.

• Press 2 to leave a message.

You can also visit our company website at [website] for answers to frequently asked questions.”

“Thank you for calling [Company Name]. To learn more about your order, please select one of the following options:

• To track your order, enter your order number followed by the # key.

• Press 1 for information on shipping options.

• Press 2 for help with returns.

• Press 0 for immediate assistance from a customer service representative.”

“Welcome to [Healthcare Provider], thank you for calling. Please choose an option from the following menu:

• Press 1 for emergencies, or hang up and dial 999.

• Press 2 to schedule an appointment.

• Press 3 to reschedule or cancel an appointment.

• Press 4 for our opening hours.

• Press 5 to speak with a customer support agent.

• Press 6 to hear the menu options again.”

“Welcome to [Company Name]. You’ve reached Technical Support. To assist you better, please choose one of the following options:

• Press 1 for software issues.

• Press 2 for hardware questions.

• Press 3 for network problems.

• [Continue listing options as needed.]

• Press 0 to speak with a technical specialist.”

“Thank you for calling [Company Name]. We are currently unavailable. Please choose one of the following options:

• Press [1] to leave a message.

• Press [2] to request a callback.

• Press [3] to hear our opening hours.”

An effective IVR script is only as good as the voice delivering it. A professional voice conveys clarity, emotional warmth, and consistency.

Why choose professional voice talent over AI-generated voices?

• Clarity. Professional actors articulate complex information clearly.

• Emotional connection. A human voice conveys warmth and empathy, crucial for sensitive industries like healthcare.

• Consistency. Professional actors match the tone of your brand—whether formal, friendly, or energetic.

While AI voices are faster and cheaper, they lack the personal touch that distinguishes your brand and builds customer trust.

This is why many companies invest in professional voice recordings with providers like VoiceProductions. Our talented voice actors enhance the IVR scripts for your IVR system with quality and professionalism.

Did you know that most of our voice actors deliver recordings within 24 hours? Some even faster!

Contact VoiceProductions today and transform your IVR system into a seamless, engaging experience for your customers. Make a lasting impression that builds loyalty and boosts satisfaction.

Well-designed IVR scripts improve customer experience and streamline call handling. By adopting VoiceProductions’ seven IVR script examples for your IVR systems, or by partnering with our professional voice talents, you’ll ensure a high-quality (IVR) menu system for every situation.

Get in touch today to learn how VoiceProductions can elevate your IVR experience! >