IVR script examples and call flow, from greeting to agent transfer

IVR script examples for every prompt in a phone menu: greeting, after-hours, outage notice, menu, reprompt, account lookup, hold, callback and agent transfer.

IVR script examples and call flow, from greeting to agent transferANSWER AND ROUTEMAIN MENUHAND OFF TO A PERSONNoYesNoYesYesNoNoNoYesBillingYesYesService problemYesNoYesYesNoNoYesNoNoYesNoCancel or change planAnything elsePhone line answers the callFor whoever writes or maintains aphone menu (IVR). Each step is whatthe line says or does, and eachquestion is where it routes the caller.Keep prompts short and put the mostcommon reason first. Callers hear themenu once and remember three orfour options at most.Every prompt step carries samplewording in its note. Copy it, then cutit shorter.Play the greeting with thecompany name"Thanks for calling Acme." Skip themarketing message. Every secondbefore the menu is a second thecaller waits.Is the business openright now?Say the opening hours andoffer a voicemail or acallback"Thanks for calling Acme. We're openMonday to Friday, 8 to 6. Press 1 for acallback when we open, or stay onthe line to leave a message."Does the caller press1 for a callback?Record the caller's numberand confirm the callbackwindow"We'll call you back at this numberbetween 9 and 10 tomorrowmorning. Press 1 to confirm."Take a voicemail, then tellthe caller when it will bereturnedOpen for callsIs there an outage or aclosure notice to play?A short notice here stops a queue ofcallers all asking the same thing.Remove it as soon as the problem isfixed.Play the notice, thencontinue to the menu"We're aware of an outage in theSpringfield area and expect serviceback by 3 p.m. If that's why you'recalling, there's no need to hold."Go straight to the menuPlay the main menu"For billing, press 1. For a problemwith your service, press 2. To cancelor change your plan, press 3. Foranything else, press 0." Say thereason before the key, so callerslisten for their reason, not fornumbers.Did the caller press akey that's on themenu?Is this the second time thecaller missed?VoiceXML calls these nomatch andnoinput events. Reprompt once withshorter wording, then stop trying.Say the options again morebriefly"Sorry, I didn't get that. Billing, 1.Service, 2. Plans, 3. Anything else, 0."Key matchedWhich option did thecaller choose?Ask for the account numberon the keypad"Please enter your account number,then press pound." Use the poundkey to end every entry, so callerslearn it once.Does the accountnumber match anaccount?Offer the balance and thedue date, then ask if that's all"Your balance is 42 dollars and 10cents, due on November 5th. Press 1if that's all you needed, or stay on theline for an agent."Is that all the callerneeded?Thank the caller and end thecallCheck the caller's areaagainst known outagesIs there a knownoutage in their area?Play the outage update withthe expected fix time"There's a known outage in your area,and crews expect service back by 3p.m. today. Press 1 for a text when it'sfixed, or stay on the line for anagent."Does the caller stillwant an agent?Offer a text message whenservice is back, then end thecallTransfer to the next agentwith what's known so farPass the account number, the menuchoice and anything the calleralready entered to the agent'sscreen, so the caller never repeats it.Is the expected wait longerthan your callbackthreshold?Pick a threshold you can keep, forexample 5 minutes. Announce thewait time only if it's accurate.Offer to hold or to get acallback in the caller's placein line"The wait is about 8 minutes. Press 1and we'll call you back without losingyour place, or stay on the line."Does the callerchoose a callback?Confirm the number andkeep their place in the queue"We'll call you at this number in about8 minutes. Press 1 to confirm, orpress 2 to use a different number."Hold in the queueHold in the queuePlay the hold message andthe place in line until anagent answers"You're number 3 in line. Thanks forholding." Repeat the place in lineevery 30 to 60 seconds, and keepthe music quieter than the voice.Agent answers with thecaller's details already onscreen

Answer and route

  1. Phone line answers the callIVR

    For whoever writes or maintains a phone menu (IVR). Each step is what the line says or does, and each question is where it routes the caller.

    Keep prompts short and put the most common reason first. Callers hear the menu once and remember three or four options at most.

    Every prompt step carries sample wording in its note. Copy it, then cut it shorter.

  2. Play the greeting with the company nameIVR

    "Thanks for calling Acme." Skip the marketing message. Every second before the menu is a second the caller waits.

  3. Is the business open right now?IVR
  4. Say the opening hours and offer a voicemail or a callbackIVR

    "Thanks for calling Acme. We're open Monday to Friday, 8 to 6. Press 1 for a callback when we open, or stay on the line to leave a message."

  5. Does the caller press 1 for a callback?IVR
  6. Record the caller's number and confirm the callback windowIVR

    "We'll call you back at this number between 9 and 10 tomorrow morning. Press 1 to confirm."

  7. Take a voicemail, then tell the caller when it will be returnedIVR
  8. Open for callsIVR
  9. Is there an outage or a closure notice to play?IVR

    A short notice here stops a queue of callers all asking the same thing. Remove it as soon as the problem is fixed.

  10. Play the notice, then continue to the menuIVR

    "We're aware of an outage in the Springfield area and expect service back by 3 p.m. If that's why you're calling, there's no need to hold."

    Then go to step 12, Play the main menu

  11. Go straight to the menuIVR

Main menu

  1. Play the main menuIVR

    "For billing, press 1. For a problem with your service, press 2. To cancel or change your plan, press 3. For anything else, press 0." Say the reason before the key, so callers listen for their reason, not for numbers.

  2. Did the caller press a key that's on the menu?IVR
  3. Is this the second time the caller missed?IVR

    VoiceXML calls these nomatch and noinput events. Reprompt once with shorter wording, then stop trying.

  4. Say the options again more brieflyIVR

    "Sorry, I didn't get that. Billing, 1. Service, 2. Plans, 3. Anything else, 0."

    Then go to step 13, Did the caller press a key that's on the menu?

  5. Key matchedIVR
  6. Which option did the caller choose?IVR
  7. Ask for the account number on the keypadIVR

    "Please enter your account number, then press pound." Use the pound key to end every entry, so callers learn it once.

  8. Does the account number match an account?IVR
  9. Offer the balance and the due date, then ask if that's allIVR

    "Your balance is 42 dollars and 10 cents, due on November 5th. Press 1 if that's all you needed, or stay on the line for an agent."

  10. Is that all the caller needed?IVR
  11. Thank the caller and end the callIVR
  12. Check the caller's area against known outagesIVR
  13. Is there a known outage in their area?IVR
  14. Play the outage update with the expected fix timeIVR

    "There's a known outage in your area, and crews expect service back by 3 p.m. today. Press 1 for a text when it's fixed, or stay on the line for an agent."

  15. Does the caller still want an agent?IVR
  16. Offer a text message when service is back, then end the callIVR

Hand off to a person

  1. Transfer to the next agent with what's known so farIVR

    Pass the account number, the menu choice and anything the caller already entered to the agent's screen, so the caller never repeats it.

  2. Is the expected wait longer than your callback threshold?IVR

    Pick a threshold you can keep, for example 5 minutes. Announce the wait time only if it's accurate.

  3. Offer to hold or to get a callback in the caller's place in lineIVR

    "The wait is about 8 minutes. Press 1 and we'll call you back without losing your place, or stay on the line."

  4. Does the caller choose a callback?IVR
  5. Confirm the number and keep their place in the queueIVR

    "We'll call you at this number in about 8 minutes. Press 1 to confirm, or press 2 to use a different number."

  6. Hold in the queueIVR

    Then go to step 35, Play the hold message and the place in line until an agent answers

  7. Hold in the queueIVR
  8. Play the hold message and the place in line until an agent answersIVR

    "You're number 3 in line. Thanks for holding." Repeat the place in line every 30 to 60 seconds, and keep the music quieter than the voice.

  9. Agent answers with the caller's details already on screenIVR

Outcomes

Record the caller's number and confirm the callback window

"We'll call you back at this number between 9 and 10 tomorrow morning. Press 1 to confirm."

You get here from step 5, Does the caller press 1 for a callback? (Yes).

Take a voicemail, then tell the caller when it will be returned

You get here from step 5, Does the caller press 1 for a callback? (No).

Thank the caller and end the call

You get here from step 21, Is that all the caller needed? (Yes).

Offer a text message when service is back, then end the call

You get here from step 26, Does the caller still want an agent? (No).

Confirm the number and keep their place in the queue

"We'll call you at this number in about 8 minutes. Press 1 to confirm, or press 2 to use a different number."

You get here from step 31, Does the caller choose a callback? (Yes).

Agent answers with the caller's details already on screen

You get here from step 35, Play the hold message and the place in line until an agent answers.