Build a Better IVR Script

Without a doubt, IVR systems have become part of standard operating procedure for most businesses.  Improvements in technology and lower costs have made their implementation easy and affordable for any size business from multimillion dollar companies to at-home businesses of only one employee.  But an IVR system is only as good as its script.  Careful crafting and testing of scripts is essential for an effective and user-friendly IVR system.  Without an easy to understand script, an IVR system can be hard to navigate and/or cause a customer to become frustrated.  A good IVR system starts with a good script.

Craig Borysowich of Toolbox for IT has written an excellent summary of the method for creating, testing and implementing an IVR script.  A good script starts with clear objectives.  Without specific goals, implementing an IVR system is a waste of time and money.  It's also important to clearly identify the type of application(s) that will be employed in the system (e.g. data-capture, transaction processing, etc.).  The work flow of the system is critical.  Borysowich recommends applying Human Factors Analysis techniques to make the system logical, efficient and user-friendly.  The text of the script should be clear and concise when spoken so that it can be easily understood by customers.  Perhaps the most important step that is also probably often overlooked is usability testing.  Pilot programs should be run with actual customers to test the systems and their feedback must be used to revise the script.  Several cycles of testing should be performed where feasible to have a very refined script before it is rolled out for general use.  Using this type methodology will catch customer satisfaction issues before they happen on a large scale and the end result will be an efficient and useful IVR system.