Establishing an effective call flow script for your interactive voice response system, or IVR, requires striking a balance between sufficient options to accurately direct calls and minimizing excess steps that can frustrate customers. Developing winning call flow scripts helps your small business retain customers through a high level of customer attention and helps minimize your overhead and employee requirements caused by ineffective call routing. Consider your phone system scripting a chance to enhance your business by projecting a professional image to your phone-based customers and business partners.
Instructions
1. Review your phone system specifications. Determine limitations on menu depth, routing or message length. Learn about interactive options such as the ability to input an account number. Some options may require connectivity with a database.
2. Make a phone service matrix that lists departments or individuals along the left column and the types of calls your small business receives along the top row. Complete the matrix by focusing on each department's ability to quickly and reliably answer each type of calling scenario. Examples include support requests, billing information queries, sales calls and operational calls. If needed, survey your calls for a week to establish calling categories.
3. Define your calling tree. This tree should diagram how calls can flow through your phone system. Start with a greeting and determine your top-tier selections. Continue filling in the diagram by following each menu selection separately. Options should start with broad categories and move into more specialized selections further down the menu path.
4. Optimize your diagram. Ensure you use a minimal number of steps to reach the correct employee or department. Review the tree outline based on your phone system limitations.
5. Develop scripting for the greeting and each level in your calling tree. The greeting should be professional and use a minimal number of words. Long scripts are hard to read and make it difficult for your callers to focus on the message. Use action language for calling options for clarity. For example, use "Press 1 for Sales."
6. Find a "voice" to record your scripts. Select an in-house employee to make updating your scripts easier. Opt for a "voice" that is free from strong accents and can be easily understood. You can hire a voice talent to record your script, but it may be difficult to update your scripting for emergencies, holidays or routine changes.
7. Record your script into your IVR system. Find a recording location that is free from noises and distractions. Instruct your "voice" to focus on clear pronunciation and to use a slower speaking pattern than used in conversations.
