Telecommunications: Call Flows and IVR Optimisation; Scriptwriting for IVR

It’s surprising how many companies spend thousands (even millions) of pounds creating company logos and establishing strict style guides governing how the organisation looks, but rarely consider how the organisation sounds. Many businesses are omitting one of the most frequently used methods of communication in their branding; the telephone.

The audible representation of an organisation, particularly over the telephone, is of extreme importance. For many customers the telephone is the primary method of communication with a business, and it really is a case of first impressions last.

Whilst our call flow and scriptwriting services can be utilised separately (for example, to refresh a script for a call-flow which you are already happy with), these services often go hand-in-hand.

Of course, the main aim of an IVR (Interactive Voice Response) or ACD (Automatic Call Distributor) system is to route calls effectively, however you may also have other needs such as off-loading unwanted calls, or redirecting standard enquiries to your website.
 

Call Flows and IVR Optimisation   Our review service will provide you with a fresh look at your IVR.  Our aim is to improve the customer experience through the IVR system by: streamlining the flow, ensuring scripts are informative and concise, option optimisation, and dynamic structuring.

Common considerations: Layers Reducing the number of layers in a menu structure wherever possible so that callers reach their exit point quickly. Loops Ensuring there are no option loops – either caused through a problematic menu structure or through confused user interpretation and responses. Integrating secondary aims Ensuring that website details or dedicated numbers are implemented (if required) at the earliest stage possible to off-load calls.

Scriptwriting for IVR Our specialist scriptwriters are on hand to write IVR prompts that are concise, effective and communicate well.  Recommendations include pointers regarding use of language, tone of voice, integrating promotional messages and brand consistency.

Common considerations: Brand Is the language used ‘on brand’ i.e. are references to the company name, product/service titles, website details, telephone number patterns etc. consistent and correct? Language Is the language used representative of your brand’s tone of voice? Is it too informal (or not friendly enough)? Writing to be said, not read Is the script written to be spoken by a professional voiceover artist? Are you using their skills? For example, a common mistake is excessive use of the word ‘please’. ‘Please’ can be inferred through the voiceover tone, and so can many other emotions, such as urgency, motivation, and genuine concern. The voiceover can apply the correct tone and manner to their voice to encourage the user to carry out certain actions - it is a powerful tool.

Response to Brief

We often work to a customer proposed brief, but we understand that many customers are not used to briefing an external company in this way or don’t have the time to develop one. In which case, we will talk you through the process to grasp your requirements, what’s important to you, what your aims are and through friendly discussion we will develop a brief together.

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Hear more about our specialist production services for IVR.