Příklady skriptů IVR

Zavedení profesionálního systému IVR může podnikům výrazně pomoci zlepšit telefonickou podporu a zvýšit spokojenost zákazníků. Efektivní skript IVR vám nejen umožní automaticky směrovat příchozí hovory na správná oddělení nebo agenty, ale také eliminuje dlouhé fronty a čekací doby. Pozdravy a zprávy IVR, které volající uslyší, když zavolají do vaší firmy, udávají tón celé interakce, proto je důležité, aby byly správné. 

Příklady skriptů IVR - App - Uploads - 2020 - 11 - Ivr.png
IVR v praxi

Dobře napsané skripty IVR mohou zlepšit vnímání značky a vytvořit bezproblémové a příjemné zákaznické zkušenosti pro každého volajícího. Neefektivní skripty IVR mohou naopak volající frustrovat a mást, což může mít za následek trvalý negativní dojem z firmy. Použijte následující osvědčené postupy a příklady scénářů IVR spolu s některými nejčastějšími frázemi pro tvorbu vlastních scénářů IVR.

Peter Komornik

LiveAgent kombinuje excelentní live chat, tiketování a automatizaci, což nám umožňuje poskytovat vyjímečnou podporu našim zákazníkům.

Peter Komornik, CEO
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Osvědčené postupy pro skripty IVR a chyby, kterých je třeba se vyvarovat

  • Vyhněte se příliš mnoha možnostem nabídky

Dlouhé a složité menu IVR může volajícím ztěžovat orientaci – obecně se doporučuje poskytnout maximálně 5 hlavních možností menu, které by měly být seřazeny podle důležitosti.

  • Umístěte čísla přípony na konec

Volající nemusí vědět, kterou linku hledají, ale vědí, které oddělení potřebují – zajistěte, aby vždy slyšeli možnost před akcí (“Pro prodej, stiskněte 1” místo “Stiskněte 1 pro prodej”).

  • Pište jednoduše a pro uši

Používejte jazyk, který je jasný a srozumitelný pro každého, kdo může volat na linku podpory – vyhněte se zbytečným specifickým oborovým termínům, zkratkám a složitým slovům.

  • Informujte zákazníky o čekacích dobách

Informujte volající o tom, jak dlouho budou muset čekat na spojení s živým agentem, kdykoli je musíte umístit do fronty hovorů nebo na čekání, aby věděli, co mohou očekávat, a mohli podle toho řídit svůj čas.

  • Zvažte možnost zpětného volání

Pokud jsou telefonní linky příliš obsazené a fronty na vyčkání příliš dlouhé, nezapomeňte zapnout funkci automatického zpětného volání, abyste zkrátili fronty hovorů, snížili námahu zákazníků a počet přerušených hovorů. 

Příklady skriptů IVR

Uvítací zprávy IVR


Welcome to [Company]. Unfortunately, all the lines are busy at the moment. Please be patient and stay on the line. Your call will be connected to one of our customer support representatives as soon as possible. Your current hold time is [number] minutes.

Hello and thank you for calling [Company], [the company’s mission statement or slogan]. Currently, all our lines are occupied. We ask for your patience. Your call will be answered by the next available agent. Your estimated hold time is less than [number] minutes.

Welcome to [Company]. Thank you for your call. Currently, all of our agents are occupied. Please hold, we will be with you shortly. Your current position in the queue is [number], and your estimated hold time is [number] minutes.

You have reached [Company]. This call may be monitored and recorded for training or quality assurance purposes. Please do not hang up. You will be connected to the next available agent as soon as possible. Your current hold time is approximately [number] minutes.

Thank you for calling [Company]. If you’re happy to share your feedback with us at the end of the call, by answering one simple question, press 1 now and help us improve this experience in the future. Please stay on the line and your call will be answered in the order it was received.

Možnosti nabídky IVR


Hello and thank you for calling [Company]. If you know the extension of the person you wish to reach, please enter it now. Otherwise, please choose from the following options:
To speak with the operator, press 0 at any time.
For sales, press 1.
For technical support, press 2.
For billing, press 3.
For information about our company, press 4.
To repeat this message, press 9.

Hello and thank you for calling [Company], [the company’s mission statement or slogan]. Our normal business hours are Monday through Friday, 8 AM to 5 PM. If you already know the extension you wish to reach, you may enter it at any time. Otherwise, please listen to the following menu:
To continue in Spanish, press 1.
To continue in French, press 2.
To reach the [name] department, press 3.
To reach the [name] department, press 4.
To speak with an operator, please stay on the line and the next available agent will be with you shortly.

Hello and welcome to [Company], [the company’s mission statement or slogan]. Calls may be recorded for training and quality purposes. Please choose from the following menu options:
To speak with a sales representative, press 1.
To reach a customer support agent, press 2.
To reach our billing department, press 3.
For more information about [Company], press 4.
To leave a voicemail, press 5.
To review your options, press 9.

Thanks for calling [Company]. Our offices are currently closed. Our business hours are from Monday to Friday 9 AM to 8 PM Eastern Time.
To leave a message in our general voice mailbox, press 1. A representative will contact you the following business day.
To reach our company directory, press 2.
For directions to our office, press 3.
For more information about our products and services, please visit [website].
To repeat this message, press the # key.

Vyčkávání na drátě


We apologize for the long wait. If you’d prefer to leave a voicemail, press 0 and leave your name, phone number, and inquiry. We will call you back as soon as we can. Otherwise, feel free to continue to hold, and the next available agent will take your call.

All lines are still busy and we ask for your patience. Your hold time is estimated at [number] minutes. While you wait, feel free to check out our website at www.website.com. We’re offering [details of your offer].

All our agents are still assisting other callers. To leave a message, press 1. To have an agent call you back, press 2. Otherwise, please stay on the line and your call will be answered in the order it was received.

All of our agents are still busy. If you would like to receive a callback, please press 1 and the next available agent will return your call. Otherwise, please stay on the line and someone will be with you as soon as possible.

Thank you for holding, our support agents are still busy with other customers. If you want to leave us a message and hang up, please press 1. We will contact you during our office hours. Otherwise, please continue to hold and the next available agent will answer your call.

Dosažení maximální čekací doby


You have exceeded the waiting limit for this queue. Please hang up and try your call again in a few minutes.

All of our agents are still busy. Sorry for the inconvenience. Please hang up and try your call again later or reach out to us via email at [email address].

We apologize but we are currently experiencing high call volume. Please hang up and try your call again, send us an email at [email address] or chat with us online at www.website.com.

We’re sorry your call cannot be completed at this time as we are experiencing unusually high call volume. Please hang up and try your call again.

Your call cannot be connected at present because of overloading. Please hang up and try your call again. We apologize for the inconvenience.

Zprávy zpětného volání fronty


You have requested to have the next available agent call you back from the queue. You may now hang up and wait for our call. Goodbye.

Thank you for requesting a callback from [Company]. A member of our staff will be in contact with you soon. You may now hang up and wait for our call. Goodbye.

Thank you for requesting a callback. One of our representatives will be in touch shortly to answer all of your questions. Please hang up and wait for our call. Goodbye.

Your place in the waiting queue has been recorded. The next available agent will call you back. Goodbye.

You have requested a callback from [Company]. We look forward to speaking with you and will be in touch shortly within our business hours. Goodbye.

Zprávy po pracovní době


Thank you for calling [Company]. Our office is currently closed. Office hours are Monday through Friday 8 AM to 5 PM. Please leave your name, phone number, and your request. A representative will return your call as soon as possible. If you need immediate assistance, check out our knowledge base or our FAQs in the ‘help’ section of our website.

Thanks for calling [Company]. Our office is currently closed. Our business hours are Monday through Friday 9 AM to 8 PM. To leave a message, press 1. A representative will contact you within a business day. For information about business hours, press 2. You may also email us at [company email]. For more information about our products and services, please visit www.website.com.

Welcome to [Company]. Unfortunately, you are calling outside our normal business hours. You can reach us Monday through Friday from 9 AM to 6 PM. Please leave a message with your name and our customer support representative will get in touch with you as soon as possible. Thank you.

Thank you for calling [Company]. To learn more about our products and services, visit our website at www.website.com. Our offices are currently closed. You can reach us Monday through Friday from 8 AM to 6 PM except on major holidays. Please leave a message with your name, contact information, and the nature of your call and someone from the appropriate department will contact you on the next business day.

Thank you for calling [Company]. We are currently unavailable to take your call. Please leave a message after the beep, or contact us during business hours: Monday through Friday between 9 AM and 5 PM Eastern Standard Time.

Zprávy o uzavření o svátcích


Welcome to [Company]. Due to our company holiday, our customer care team is currently out of the office but will be available again for you from [date]. In the meantime, you are welcome to send your request to our email [email address] or through our contact form at www.website.com. Thank you.

Thank you for calling [Company]. We are currently closed in observance of [holiday name]. We will return on [Date] at 8 AM Eastern Standard Time. To leave a voicemail, press 2. To repeat this menu, press the # key. Happy holidays!

Happy [holiday name]! You’ve reached [Company]. We are closed from [date] till [date] for the celebration of [holiday name]. On [date] we will reopen, resuming our standard business operations from 8 AM to 7 PM Eastern Standard Time. Looking forward to hearing from you after [date].

Welcome to [Company]. Our offices are now closed for a holiday. You can reach us on working days Monday through Friday from 9 AM to 6 PM. For general inquiries, you can also send us an email to [email address]. Thank you.

Hello! You have reached [Company]. We are closed for [holiday name] from [date] till [date]. We will reopen on [X date] with the usual working time from 8 AM to 8 PM. In case of emergency, please call the following number [telephone number] or email us at [email address]. Happy [holiday name]!

Hlasové zprávy


Thank you for calling [Company]. Unfortunately, all lines are busy at the moment. Please leave a message after the beep with your name, phone number, and your request. We’ll ensure a representative will return your call as soon as possible. Thank you, and have a nice day.

We apologize but we are currently experiencing high call volumes. Please leave a message after the tone, send us an email at [email address], or chat with us online at www.website.com. Thank you.

Thank you for calling [Company]. We apologize but we were unable to connect you to any available agents. Your call is important to us. Please leave us a voicemail after the tone and we will reach out to you as soon as possible. Thank you.

Thank you for calling [Company]. You have reached this message either because all of our agents are currently busy assisting other callers or it is after business hours. Please leave a message after the beep and we will return your call as soon as possible.

Hello, you have reached the voicemail of [Company]. Please leave a detailed message with your name, phone number, or email address and we will get back to you within twenty-four hours. Thank you.

Frequently asked questions

Co znamená zkratka IVR?

IVR je zkratka pro interaktivní hlasovou odezvu. IVR je systém, který umožňuje uživatelům komunikovat s firmami po telefonu a automaticky vybírá postup, který má uživatel následovat.

Jak můžete nahrát IVR zprávy?

Zprávu IVR můžete nahrát pomocí možnosti nahrávání hlasu v softwaru call centra. Nejprve musíte vytvořit skupinu IVR pro oddělení nebo službu a poté můžete nahrát svůj hlas.

Jak pozdravit zákazníka, který zavolá?

Při přivítání zákazníka v hovoru můžete použít větu “Dobrý den, [JMÉNO], jak se máte?” nebo “Dobrý den, [JMÉNO], jak vám mohu pomoci?”.

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