How to Write a Professional IVR Script That Doesn’t Annoy Callers

You’ve been there.

You call a company.

A voice answers.

“Welcome to the corporate solutions integrated customer experience centre.”

You blink.

Then it continues.

“Please listen carefully as our menu options have recently changed.”

They haven’t.

You press 1.

Then 3.

Then 7.

Then you hang up.

It wasn’t the voice that failed.

It was the script.

If you’re setting up an IVR system, the script is everything. Even the best professional IVR voice over can’t rescue a confusing menu.

So let’s fix that.

Why Most IVR Scripts Fail

Most IVR scripts fail for one reason.

They’re written like email.

Or worse, like legal documents.

IVR is spoken. Not scanned. Not skimmed.

Your caller is usually:

• Driving
• Busy
• Frustrated
• In a hurry

They are not relaxed and ready to study your menu structure.

Clarity wins. Always.

Rule 1: Keep Options Under Five

Five is the ceiling.

Four is better.

Three is ideal.

The more choices you stack into a menu, the higher the drop-off.

Bad example:

“For billing, payments, account queries, subscription changes, cancellations, or to update your contact information, press 1.”

That’s six ideas in one option.

Good example:

“For billing, press 1.”
“For technical support, press 2.”
“For sales, press 3.”

Simple beats clever.

Rule 2: Put the Most Common Option First

Most businesses know which department gets the most calls.

Put it first.

People hang up when they feel like they’re digging through a maze.

Your IVR is not a treasure hunt.

If 60 percent of your calls are support, support should be option one.

Not option five.

Rule 3: Each Option Should Be Under Seven Seconds

Long options create confusion.

Callers forget the beginning before they reach the end.

Keep each line tight.

Instead of:

“For assistance with existing orders placed through our online store, including tracking and returns, press 2.”

Try:

“For existing orders, press 2.”

If you need more detail, provide it after they select the option.

Rule 4: Always Offer a Human Path

Nothing increases frustration faster than being trapped in automation.

Even if most calls are handled digitally, always include:

“To speak to a representative, press 0.”

Or:

“Stay on the line to speak with our team.”

It signals accessibility.

And that builds trust.

Rule 5: Cut Corporate Language

No one talks like this in real life:

“Your call is important to us and will be answered in the order it was received.”

It sounds cold.

You can say the same thing in a more human way:

“Thanks for your patience. We’ll be with you shortly.”

Shorter. Warmer. Real.

Good IVR Script Example

Here’s a clean, functional IVR opening:

“Thank you for calling Brightline Financial.

For customer support, press 1.
For new accounts, press 2.
For billing, press 3.
To speak with a representative, press 0.”

Clear. Logical. Under 20 seconds.

Now compare that to this:

“Welcome to Brightline Financial Group, a leading provider of integrated financial solutions across multiple sectors…”

That’s branding. Not guidance.

Your IVR is not your homepage.

After-Hours Voicemail Script Template

After-hours messages need clarity and reassurance.

Here’s a simple structure:

“Thank you for calling Brightline Financial.

Our office is currently closed. Our business hours are Monday to Friday, 9am to 5pm.

Please leave your name, number, and a brief message, and we’ll return your call on the next business day.”

Done.

No unnecessary detail.

No apologies that sound defensive.

Just calm information.

Why Script and Voice Must Work Together

A strong script makes the voice sound confident.

A weak script makes even a professional recording sound awkward.

This is why many businesses rewrite their menu after hearing it recorded.

When words are spoken aloud, problems become obvious.

If you’re investing in professional voice over for IVR and voicemail, review your script first. Tighten it. Simplify it. Read it out loud.

If you stumble while reading it, your callers will stumble while hearing it.

The Goal of a Good IVR Script

Not to impress.

Not to sound corporate.

Not to list everything your company does.

The goal is simple.

Guide the caller quickly.

Reduce friction.

Get them where they need to go.

That’s it.

When to Bring in a Professional IVR Voice Over

Once your script is clean, the voice matters.

Clarity of tone.
Controlled pacing.
Consistent delivery.

A professional IVR voice over ensures your menu sounds calm, organised and credible.

If you’re reviewing or rebuilding your phone system, you can learn more about my professional IVR voice over services here: https://www.stevegouwsvo.com/ivr-on-hold

Final Thought

Most IVR systems don’t fail because of technology.

They fail because no one thought about the caller.

Write your script for the person on the other end of the line.

Busy. Possibly frustrated. Trying to solve a problem.

Make it easy.

And suddenly your phone system stops being a barrier.

And starts feeling professional.