Why the Best IVR Script Works Differently Than You Expect

The challenge: when a streamlined phone menu still causes confusion

A medium-sized Belgian SME with a busy customer service department noticed dozens of calls arriving daily at the wrong department. Reception staff spent a lot of time manually redirecting callers.

The existing phone menu sounded very formal and rushed: "Press 1 for Sales. Press 2 for Accounts. Press 3 for Technical Support."

Because the options were listed so quickly one after another, customers often only heard the correct category after they had already pressed a button. The result was not greater efficiency, but frustration on both sides of the line.

The approach: from stiff menus to a human script

To restore calm, the entire script was rewritten. Not by making the text longer, but by reversing the order of the information and building in more breathing room.

A phone menu works like the counter in a physical shop. When you walk into a shop, the assistant doesn't immediately shout a list of numbers at you. You first receive a friendly greeting and a brief moment to get your bearings.

Three adjustments were central to rewriting the script:

• The department is mentioned before the number. Callers first hear "For questions about your invoice..." and only then "...press 2". This way, the caller knows what to listen for before the action follows.
• Natural language was chosen instead of rigid technical jargon.
• The greeting was tailored to the time of day, immediately creating a warmer first impression.

Our director's tip for recording IVR menus

During the studio recording of an IVR menu, as voice directors, we pay attention to things you don't see on paper. A common mistake is for the voice actor to read the options one after another as if they were a single continuous sentence.

A professional Flemish voice, like Mark's, knows exactly how important the pauses between choices are. Our director's tip for every telephony recording: after stating a number, allow for a pause of exactly one and a half seconds. This short silence gives the caller's brain time to process the option and make a decision. Without that mini-pause, a menu feels rushed, even if the voice sounds very friendly.

For French-speaking calls in Belgium, we suggested an experienced voice, such as Béatrice or Veronique, who provide the recording with exactly the same calm and correct intonation.

The result: calm on the line and satisfied customers

By adjusting the texts and recording them with the right cadence, the caller's experience completely changed. The number of incorrectly transferred calls immediately dropped. Callers connected more calmly with the correct employee because they felt they were being helped correctly from the very first second.A good IVR example script isn't a rigid template. It's a thoughtful guide. Combine calm, friendliness, and the right structure. This turns a necessary step into a pleasant first point of contact. Do you want to record your phone menu yourself? Are you looking for the right structure or voice? A fresh look at your script often helps you set the right tone straight away.

Frequently asked questions

Should I mention the department or the number first?

It is always better to mention the department or topic first, then the number. The caller listens for the topic that applies to them. Only then will they pay attention to the corresponding number.

How many choices can an IVR menu contain?

Limit your main menu to a maximum of four or five options. If you offer more choices, callers forget the first options. They hang up or choose a button at random.

Can I use the same voice for all my phone messages?

Yes, this is highly recommended. When the welcome message, the menu options, and the voicemails are recorded by the same voice, it creates a recognisable and trustworthy image for your organisation.