5 Best Practices for Voice Prompts

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5 Best Practices for Voice Prompts

  1. 1. 5 Best Practices for Voice Prompts How to write IVR Announcements that efficiently route calls and impress customers 800.666.6465 | info@holdcom.com | www.holdcom.com
  2. 2. Limit your optionsCallers don’t want to sit through a list of every extension at your office.Remember the rule of 3: Callers get frustrated after hearing more than 3 prompts and areannoyed if they have to navigate through more than 3 menu levels. 800.666.6465 | info@holdcom.com | www.holdcom.com
  3. 3. Escape up frontThe first options of your menu should be those that are most frequently requested.Your objective is to get the greatest number of callers to their requested destination in the fewest number of prompts. 800.666.6465 | info@holdcom.com | www.holdcom.com
  4. 4. Less is moreYour script should be short and should lack small, redundant words.You don’t need to say “Please” and “thankyou” all the time—once will do. Otherwise, the words will lose meaning and sound insincere. 800.666.6465 | info@holdcom.com | www.holdcom.com
  5. 5. Proper Pace and ClarityIt’s important to make sure IVR announcements and auto attendant greetings sound the best they can.Make sure your well-planned voice prompts are read by a professional, who can speak clearly, slowly, and in the tone and style you desire. 800.666.6465 | info@holdcom.com | www.holdcom.com
  6. 6. Redirect for self helpIf your website has FAQs or self-help options, make sure callers know where to log on. Redirecting them to the website forinstructions and manuals can help reduce the number of calls your agents have to manage. 800.666.6465 | info@holdcom.com | www.holdcom.com
  7. 7. Click here to download Holdcom’s FREE Guide to Effective Scriptwriting for Message On Hold and Telephony Applications800.666.6465 | info@holdcom.com | www.holdcom.com

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