Introduction
One of the most common challenges faced by users, organizations, companies, and even small businesses is
writing an appropriate script for an IVR system.
Many people assume that an IVR message is just a few simple sentences, but in reality,
if the script is not written professionally or the IVR voice talent is not chosen correctly,
the result can be user dissatisfaction, caller confusion, and even loss of customers.
In this article, we take a comprehensive look at what an IVR script is, its key characteristics,
why the voice matters, and finally, we provide several
ready-to-use IVR script examples.
What Is an IVR System and Why Does the Script Matter?
An Interactive Voice Response (IVR) system is the first point of contact between a customer and a business.
Before speaking with an operator or receiving services, the caller hears the IVR voice.
If the IVR script is:
- Too long
- Written in an unclear or confusing way
- Using an inappropriate formal or casual tone
The caller is very likely to hang up.
Therefore, writing an IVR script is a specialized task, not just a matter of writing a few sentences.
Key Features of a Professional IVR Script
A standard and professional IVR script should have the following characteristics:
- Short and clear
- Clear instructions (press, select, please wait)
- Brand-aligned tone (formal, semi-formal, or friendly)
- Easy to understand for all users
- Compatible with the IVR voice talent
The Role of IVR Voice Talent in User Experience
Even the best script loses its impact if it is delivered with an unsuitable voice.
An IVR voice artist should:
- Have clear and accurate pronunciation
- Maintain a calm and consistent tone
- Be neither overly formal nor overly casual
For example, an IVR voice for a bank should convey trust and professionalism,
while the IVR voice for an online store can be more friendly and conversational.
Common Mistakes in Writing IVR Scripts
Many users make the following mistakes when writing IVR scripts:
- Using excessively long sentences
- Over-explaining before presenting menu options
- Using technical or unfamiliar terminology
- Lack of coordination between the script and the voice
Sample IVR Script (General)
Sample 1:
“Welcome to the automated phone system of Company …
To contact the sales department, press 1.
For customer support, press 2.
To hear our business hours, press 3.”
Sample IVR Script for a Service Company
Sample 2:
“Your call has been connected to Company …
To submit a service request, press 1.
To follow up on previous requests, press 2.
To speak with an operator, press 0.”
Sample IVR Script for a Bank or Financial Institution
Sample 3:
“Dear customer, welcome to the IVR system of Bank …
For account information, press 1.
For card services, press 2.
To speak with one of our specialists, press 9.”
Sample IVR Script Outside Business Hours
Sample 4:
“You have reached us outside of business hours.
Our support hours are Saturday to Wednesday,
from 9:00 AM to 5:00 PM.
Please call again during business hours.”
Aligning the Script with the IVR Voice Talent
An important point is that the IVR script must be written specifically
based on the tone and capabilities of the IVR voice talent.
Some scripts look good on paper but feel heavy or tiring when delivered.
The best approach is to:
- Write a concise script
- Record a test version
- Then perform final editing
Conclusion
Writing an IVR script goes far beyond composing a few simple lines.
A professional IVR script, combined with the
right voice talent, can significantly improve user experience,
build trust, and create a more professional brand image.
If you want an effective, standard, and user-friendly IVR system,
make sure to give equal attention to the script, tone, and voice.
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