1. 5 Best Practices for Voice Prompts
How to write IVR Announcements
that efficiently route calls and
impress customers
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2. Limit your options
Callers 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 are
annoyed if they have to navigate through more
than 3 menu levels.
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3. Escape up front
The 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.
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4. Less is more
Your script should be short and should lack
small, redundant words.
You don’t need to say “Please” and “thank
you” all the time—once will do. Otherwise,
the words will lose meaning and sound
insincere.
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5. Proper Pace and Clarity
It’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.
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6. Redirect for self help
If your website has FAQs or self-help options,
make sure callers know where to log on.
Redirecting them to the website for
instructions and manuals can help reduce the
number of calls your agents have to manage.
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7. Click here to download
Holdcom’s FREE
Guide to Effective
Scriptwriting for
Message On Hold and
Telephony
Applications
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