Overview
IVR scripts fail when they're organized around the company's internal structure rather than the caller's most common needs. A company that places "Sales" as option 1, "Billing" as option 2, and "Technical Support" as option 3 — in order of importance to the company — places 60% of callers who need Technical Support through two irrelevant options before reaching the one they need. The caller's experience is friction. The script that organizes options by call volume frequency reduces the average time-to-relevant-option and reduces caller frustration before any conversation starts.
The IVR & Phone System Script Framework organizes menus by caller need frequency, writes on-hold content that informs rather than just announces the hold, and produces voicemail prompts with the specific content that makes callers leave a retrievable, actionable message.