21 IVR Scripts You Can Steal (And How to Use Them)

Interactive voice response (IVR) systems are often the first point of contact between a business and its customers. Well-designed IVR scripts set the tone for interactions, helping callers navigate to the support they need quickly and efficiently.

Clear, intuitive scripts not only save clients and agents time, they also reduce frustration and leave a positive impression of your brand.

Conversely, a poorly designed IVR can feel like a maze, causing callers to hang up or escalate their frustration to your agents. This can damage your reputation and increase operating costs.

Below, I’ve put together 21 IVR script examples that you can adapt to suit your needs. Following the checklist, I’ve added a short tips section to help you develop scripts that give you the best chance of delivering a great customer experience.

How to use this list of IVR scripts

My goal is to provide you with a scripted example of the entire IVR call flow, so I’ve broken down the flow into seven common interactions that typically require IVR scripting:

• Greetings script.
• Menu options script.
• Keep the script.
• After Hours Script.
• Maximum wait time script.
• IVR payment script.
• IVR investigation script.

For each type of IVR script, I’ve provided three variations. I hope you find a product that fits your business needs.

Along the way, I’ve provided guides and links to relevant content. Improving the script will help you Maximize IVR call flow containment rate Ensure customers receive clear information and take advantage of self-service options.

21 ready-to-use scripts and examples

Greeting IVR Script

It’s crucial to provide a simple greeting that lets callers know they have the correct number and what to do next. It’s not difficult even if you’ve never done it before Create IVR recording This sounds professional, on-brand, and helps make a positive first impression.

1. General greetings

welcome to [Your Business Name]! We’ll be happy to assist. Please select from the options below or press 0 to speak with a customer support specialist.

2. Promotional greetings

welcome to [Your Business Name]Where [insert your tagline here]. Press 1 for more information [the promotion currently being offered] Or choose from the options below.

3. Customer service greetings

We’re sorry that you are having difficulty using our product. Our team is dedicated to correcting errors. Please choose from the options below or press 0 at any time to speak with a representative.

Scripts for different menu options

For menu scripts, the rule of thumb is to say the options first, then the numeric selection. This is a simple method Make it easier for callers to navigate the IVR phone tree — They hear the word they are looking for and then press the correct number.

4. Universal menu script

welcome to [Your Business Name].

For information about our products and services, please press 1.

For billing and payment inquiries, press 2.

For technical support, press 3.

To speak with a member of our sales team, press 4.

For hours and location information, press 5.

To speak with a representative, press 0.

To hear these menu options again, press #.

5. Promotional menu script

welcome to [Your Business Name]! We are pleased to offer [promotion] whole month [month].

To take advantage of this promotion, press 1.

To learn about new products, press 2.

To inquire about discounts and offers, please press 3.

For assistance with placing your order, please press 4.

To speak with a sales representative, press 0.

To hear these menu options again, press #.

6.Customer feedback menu script

Thank you for calling [Your Business Name]. We value your business and appreciate your feedback.

To participate in the customer satisfaction survey, press 1.

To provide feedback on your most recent experience, press 2.

To leave a recommendation, press 3.

For general enquiries, please press 4.

To speak with a customer feedback representative, press 5.

To hear these menu options again, press #.

Script to wait for caller

Handle long call queue times This is difficult for call center workers, but it can also be annoying for customers waiting to speak to an agent. Providing a respectful message to customers waiting to be called is crucial.

hint: consider Implement queue callback option and add it to your waiting IVR script. This way, the caller can hang up and receive a call back when the agent is available, which is a win-win. Callers are freed from waiting on hold and agents have the flexibility to handle inquiries at a more manageable pace.

7. Universal wait script

Thank you for your choice [Your Business Name].

Your call is important to us and we look forward to assisting you as soon as possible. Please stay online to speak with a representative. You can also say “call me back” to schedule a call back from our next available customer service agent. You won’t lose your spot in line.

8. Estimated waiting time script

exist [Your Business Name]we know your time is valuable.

The current expected waiting time is approximately [X] minute.

We appreciate your patience. In the meantime, please consider asking our system for assistance with simple queries. You can say “make an appointment,” “check my balance,” or “what are your hours?”

9. Wait for promotion script

Thank you for your persistence. To express our gratitude, we offer you [details about the promotion]. Press 1 to claim this offer, or mention it to our customer service representatives once you’re online. We will contact you shortly.

After hours IVR script

Unless you have customer service staff available to answer the phone 24/7, you’ll need to prepare an after-hours script to inform customers of their options. in some cases call center outsourcing It makes sense to provide around-the-clock support, but a concise after-hours script can put customers at ease until they have a chance to speak with an agent.

10. General post-disk scripts

Thank you for calling [Your Business]. We are currently closed. Our normal business hours are [mention business hours]. If you want to leave a message, press 1 to record a voicemail. A representative will call you back when we reopen. Thank you!

11. After-hours sales query script

Thank you for calling [Your Business]. You have reached the Sales Department, but we are currently closed. Please press 1 to leave your contact information and our representative will contact you as soon as possible the next working day. Thank you!

12. Emergency After Hours Script

Thank you for calling the emergency support line [Your Business]. If you encounter a serious issue that requires immediate attention, please press 1 to contact our on-call support team. For non-urgent matters, please call back during normal business hours. Thanks.

IVR script maximum wait time

In a perfect world you wouldn’t need this script, but during peak hours it might be really hard Effectively manage call queues. When a caller reaches (or has reached) the maximum wait time, your script should reflect the problem and provide new options.

13. Universal scripts

Thank you for calling [Your Business Name]. Your call is important to us. Our current longest wait times are approximately [X] minute. Thank you for your patience, the next representative will contact you shortly. Don’t want to hug? Press 1 to schedule a call back. You won’t lose your spot in line.

14. Alternative options script

Thank you for your choice [Your Business Name]. Our current maximum wait time is [X] minute. If you don’t want to wait, you can contact us via email: [email address]. You can also visit our website: [website URL] If you need assistance, please follow 1 to arrange a call back.

15. Customer preparation script

exist [Your Business Name]your time is important to us. Your estimated wait time is up to [X] minute. To help us serve you as quickly as possible, please have your account information ready, including [XYZ]. Thank you!

IVR payment script

It would be more convenient for customers (and agents) if you could Pay via IVR As opposed to a live agent. When the caller types in all the information rather than speaking the message over the phone, the company has much less room for error. This will also reduce IVR compliance headaches if your customer service agents don’t have to log lines to obtain credit card information. look at what If you need IVR compliance, features you need to look forthen continue reading.

16. Universal payment script

welcome to [Your Business Name]. To make a payment, please select the following options:

To pay your bill using a credit or debit card, press 1.

For information on setting up automatic payments, press 2.

For other payment options, press 3.

To speak with billing, press 4.

17. Payment Troubleshooting Script

We’re sorry you’re having trouble making your payment. We are here to assist you.

If your payment is declined, press 1.

If you need to cancel a payment, press 2.

For assistance with a payment error, press 3.

To speak directly to a billing representative, press 4.

18. Balance confirmation script

Thank you for calling [Your Business Name]. You currently have no outstanding balance.

To receive payment confirmation, press 1.

To update your contact information, press 2.

To explore other services or learn about our current promotions, press 3.

To speak with a customer service representative, press 4.

IVR investigation script

You can get a lot of valuable customer data through surveys, but you have to frame the options in the right way so people can follow along. study Why callers skip IVR surveys and how to improve your completion rate, then implement one of the following scripts.

19. General investigation script

Thank you for your choice [Your Business Name]. Your feedback is vital to helping us improve our services. Please take a moment to participate in our customer satisfaction survey.

How satisfied are you with us on a scale of 1 to 5? [product(s) or services]?

If you would like to provide additional feedback, please press 1.

If you don’t want to participate, press 2.

20. Service interaction survey

Thank you for your choice [Your Business Name] for your latest [service]. We’d like to hear about your latest experience with [agent name]. Please rate the interaction using the following options:

If you are satisfied with the customer service staff’s assistance, please press 1.

If you encounter problems during the interaction, press 2.

To provide detailed feedback, press 3.

If you do not want to participate, press 4.

Thank you for helping us improve our service quality!

21. Product experience survey

Thank you for your choice [Your Business Name] for yours [type of products] need. Please share your thoughts about our products.

If you are satisfied with the quality of our products, please press 1.

If you want to improve some specific functionality, press 2.

To provide additional comments, press 3.

If you do not want to participate, press 4.

Tips for writing effective IVR scripts

As you develop and modify scripts, here are some simple tips to make them more useful and effective:

• Minimize menu options. Limit menu options to five or fewer. More choices can confuse people and may require agent intervention.
• Prioritize common tasks. Place the most commonly used options at the top of the menu. This minimizes the time it takes to reach the most important functions, thereby reducing frustration.
• Use familiar language. Write in simple conversational terms that callers can easily understand. Avoiding technical jargon makes the system more accessible to a wider audience.
• Keep pre-recorded messages brief. Ten seconds or less are ideal, and use them only when necessary. Long pre-recorded messages can come across as dismissive and frustrating.
• Make it easy to talk to people. Sometimes people don’t know what they need or they don’t want to talk to a machine. You need to make sure they have access to the operator at any time during the call.
• Review and refresh scripts regularly. Continuous improvement ensures systems are aligned with caller needs and business goals. Schedule routine reviews and update scripts based on customer feedback and call analytics.

With today’s IVR analytics, companies can understand which call flows and menus are working well, or not at all. If the problem isn’t technical, then the culprit may be poor scripting.