IVR Scripting: Tips for Making an Effective Outbound IVR Script

Outbound IVR can deliver personalized customer experiences and drive revenue.

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Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction. It all comes down to creating action-oriented outbound IVR scripts that are customized based on the customer’s profile. 

What is outbound IVR?

Outbound IVR is a customer service solution that can be used to communicate tailored messaging to a large number of customers at once. With an outbound IVR system, companies can engage customers not just through a phone call, but also via SMS, email or social media.

Outbound campaigns have three key functions. They can be used to manage inbound call volume by proactively providing important information, like payment reminders and order updates. This eliminates the customer’s need to call you. They can also be used to prompt revenue-generating inbound calls by sharing promotions and following up on a customer’s actions on other channels, like your website. Finally, you can use outbound IVR to gather customer feedback, which is an important activity if you want to continuously improve your operations. 

Outbound IVR differs from predictive dialers in that it’s fully automated–there’s no live agent waiting on the other end of the line to take over the call. It’s different from robocalling in that rather than delivering a blanket message to all customers, the message is personalized to the end-user. 

You can use outbound IVR scripting to drive revenue.

Why outbound IVR scripts matter 

They set the tone for the interaction

A good outbound IVR script provides information that’s personalized and useful, not blanket and generic. When writing your IVR scripts, taking the time to create messaging that’s tailored to your various customer segments makes the difference between an interaction that’s pleasant and helpful versus one that’s mostly just annoying. 

They influence the customer’s perception of your brand

In addition to providing useful content, the tone and language of your outbound IVR scripting matter, as well. Compare these two IVR script examples:

“Hello. We are calling to inform you of a 20% discount on our new product.”

“Hi, John! Because you’ve been our valued customer for five years, we’re offering you a special 20% discount on our newest product.”

Whereas the first script example is cold and robotic, the second is warm, familiar, and references specific customer details. There’s no question that the second option is the better one in terms of influencing brand perception. A positive brand perception helps strengthen customer retention and boost lifetime value.

They send the right offer at the right time

Effective outbound IVR scripting ensures you’re not treating an existing customer as a new one, and vice versa. By pulling in data from your CRM, you can send a highly targeted offer that’s more likely to lead to a conversion. This not only generates more revenue but is more satisfying to the customer than sending an irrelevant or ill-timed offer. 

To get the most from your outbound IVR solution, here are four key pillars to incorporate into your outbound IVR scripts. 

Personalization

The main feature that sets outbound IVR apart from mass robocalling is the ability to personalize the message. Consumers demand personalization more than ever, with 72% of respondents in a recent survey saying they only engage with marketing messages that are tailored to them.

By leveraging data from your CRM systems, you can customize your outbound IVR scripts based on the customer’s purchase history, billing schedule, past ticketing activity, and more. Furthermore, you can leverage known data to communicate with them primarily on their preferred channel, which makes them more likely to engage and increases trust in your brand. 

Interactivity

Outbound IVR scripts shouldn’t be a one-way conversation. Though outbound IVR calls don’t involve a live agent, your script should provide the option for call recipients to take the next step, which may include getting connected with an agent, where relevant. 

For example, if you’re running a promotion, you might use your outbound IVR system to follow up with leads who expressed their interest via an online form. That script should include a call to action to claim the promotion, enroll in the new service, get connected to an agent, or whatever the appropriate next step might be. 

Security

Identity verification is a crucial component of security, but using live agents to verify every caller’s personal details is costly. What’s more, customers hate repeating information you’ve already asked them for. 

Instead of making the customer take unnecessary steps when interacting with an outbound IVR script, use your CRM integration to confirm key personal details. Let’s say a customer is using your automated phone message to complete a bill payment. You might prompt them to enter their social security number and zip code. These details, when matched with the customer’s phone number, are an effective ID verification mechanism. 

Convenience

IVR offers huge value in its ability to allow your customers to self-serve. Most customers prefer self-service options… until they run into a problem. 

Use your IVR scripts to combine the convenience of self-service with adequate channels for receiving additional support when needed. The option to schedule a call back from a live agent, for example, can help control call volume while maintaining a positive customer experience. 

The benefits of an effective IVR script 

They guide the caller to the right resources

Despite being a recording, an outbound IVR script doesn’t have to be one-sided. It should be interactive, helping lead a customer to the resources and tools they need so they don’t have to go looking for them on their own later. 

Here’s an outbound IVR sample:

“Your billing deadline is approaching. Did you know you can opt to receive a monthly text message when your payment is due? You can even set up automatic debits so your bill is always paid without thinking about it. If you’d like to set up either of these options, press 1.”

IVR scripting can help maximize payment collections.

They help customers solve their problems faster

We often forget that we’re the experts on our own products and services. Oftentimes we know what a customer might need before they even ask. Providing proactive problem-solving options and relevant upsells not only leads to faster resolutions, it contributes to a more positive brand image and stronger revenue. 

They utilize the full range of call center software capabilities

When coupled with other features of your call center software, the powers of outbound IVR scripting are multiplied. By using performance metrics to place an outbound IVR call during less busy hours, you can minimize agent downtime while creating new revenue opportunities. By routing call recipients to tools like virtual agents, you can mitigate call volume and keep your best live agents free for tackling incoming phone system requests. 

Common IVR scripting mistakes to avoid 

Too many options

The last thing you want to do with an outbound IVR script is confuse the customer with a mess of options. For best results, limit your script to one to two calls to action. 

Low quality recordings

If your recording sounds like you’re calling from inside a tin can, it’s a problem. Invest in a high-quality recording and update it regularly to avoid distributing any dated information. 

No personalization

As we mentioned earlier, outbound IVR is different from robocalling, so your script shouldn’t feel like a robocall. Use your CRM integration to bring in customer details that make the call feel personal and the offer relevant. 

Not respecting customers’ time

Remember, this is outbound IVR, so YOU’RE the one calling THEM. If there’s an option to speak with a live agent, don’t make the customer wait in a queue. Use priority call routing to send agent requests from outbound IVR calls to the front of the line. 

Failing to check the necessary compliance boxes

Make sure your IVR scripting adheres to all compliance requirements for your industry and country. This might include capturing consent and making necessary disclosures before proceeding with the call. 

Route calls more effectively with LiveVox Inbound & Outbound IVR

Contact centers are under ever-increasing pressure to do more with less. Meanwhile, customer expectations are higher than ever. LiveVox’s IVR solutions for contact centers empower customers to shift seamlessly from self-service to live conversation, helping you save on costs while keeping customer satisfaction high. To learn how to use LiveVox’s IVR applications to drive personalized experiences and increase sales, schedule your demo today.

FAQs

How can IVR be utilized for outbound customer interactions?

IVR outbound calls hold the potential to reshape your outreach strategy and foster remarkable connections with your clientele.
This ingenious tool, often underutilized, possesses the prowess to transform mere transactions into personalized experiences. It helps your customers receive calls that aren’t just informative but tailored to their preferences. It’s a game-changer!

Crafting compelling messages: IVR outbound calls offer a canvas for crafting messages that resonate. Whether you’re announcing exclusive offers, sending vital updates, or simply extending gratitude, your message takes center stage. A few moments can lay the foundation for a lasting customer bond.

Navigating call segmentation: The magic of IVR lies in its ability to segment your audience effortlessly. Imagine reaching out to distinct customer groups with messages curated exclusively for them. This personal touch is akin to inviting them into a close-knit community where their needs matter.

Seamless appointment reminders: Tired of appointment no-shows? IVR outbound calls swoop in as your dependable allies. They serve as friendly reminders, ensuring your customers are well-prepared and engaged. The result? Efficient operations and delighted clients.

Gauging customer pulse: IVR isn’t just about relaying messages; it’s a conversation. Leverage interactive prompts to collect valuable feedback. Understand your customers’ thoughts, refine your strategies, and show them their opinions are valued.

The road ahead: Embrace the realm of IVR outbound calls with open arms. These calls aren’t just about transactions—they’re about nurturing relationships, demonstrating your commitment, and creating experiences that linger.

What goes into creating an effective IVR script for contact centers?

At the heart of every successful contact center lies a well-crafted IVR script—a masterpiece of communication that can transform mundane interactions into memorable experiences. The secret? Weaving together the right elements to create an effective IVR script that resonates with callers.

Understanding caller needs: An exceptional IVR script begins with empathy. Dive into the minds of your callers. What are their needs? What solutions are they seeking? Tailor your IVR script to address these pain points directly. A well-designed IVR script is like a compass, guiding callers to their desired destinations swiftly.

Clarity is key: In the realm of IVR script creation, clarity reigns supreme. Craft concise and clear messages that guide callers seamlessly. Avoid jargon and technicalities—your IVR script should be a beacon of simplicity, effortlessly understood by all.

Personalized pathways: Just as no two fingerprints are alike, no two callers are identical. Design your IVR script with multiple pathways, catering to diverse caller intents. From inquiries to support, route callers efficiently to the right destination. The magic lies in making each caller feel like an honored guest.

Engage with warmth: An effective IVR script transcends mere functionality; it engages with a warm, welcoming tone. Every prompt is an opportunity to create a connection. Use the power of language to infuse positivity and reassure callers that their needs matter.

Seamless escalations: Sometimes, callers require a human touch. Skillfully incorporate IVR script branches that seamlessly transition to live agents. This safety net ensures that even complex concerns find resolution, fostering trust and reliability.

Empower through information: IVR scripts aren’t just about guiding callers—they’re educational tools. Share valuable information during hold times or while callers navigate. This transforms wait times into opportunities to learn, leaving callers more informed and appreciative.

Iterate and elevate: An effective IVR script is never stagnant. Continuously monitor caller interactions, gather feedback, and refine your script accordingly. Just as a sculptor refines their masterpiece, you too can iterate and enhance, ensuring your IVR script evolves in sync with caller needs.

How can outbound IVR systems streamline customer outreach?

In the ever-evolving landscape of customer engagement, outbound IVR systems emerge as the unsung heroes, poised to redefine the way businesses connect with their audience. Unlocking their potential requires a strategic blend of technology and empathy, resulting in streamlined, impactful customer outreach.

Proactive engagement: Outbound IVR systems turn the tables on traditional outreach. Instead of waiting for customers to reach out, businesses can now take the lead. These systems initiate interactions, delivering personalized messages that resonate. Imagine customers being pleasantly surprised by relevant updates, exclusive offers, and timely reminders.

Efficiency redefined: Time is a precious commodity, and outbound IVR systems recognize its significance. They effortlessly scale your outreach efforts, connecting with a multitude of customers simultaneously. This efficiency isn’t just about numbers; it’s about maximizing impact in minimal time.

Personalization on autopilot: Crafting individualized messages for each customer might sound daunting, but outbound IVR systems excel in this arena. Through data-driven insights, these systems tailor messages based on customer preferences, purchase history, and interaction patterns. The result? An outreach that feels personal every time.

Navigating multi-channel terrain: Customers aren’t confined to a single channel, and neither should your outreach efforts be. Outbound IVR systems seamlessly integrate with various communication channels, from voice calls to SMS and emails. This versatility ensures your message reaches customers through their preferred medium.

Empowerment through interaction: Outbound IVR systems aren’t monologues; they’re dialogues waiting to happen. Incorporating interactive options within messages empowers customers to take immediate actions—from confirming appointments to requesting callbacks. It’s a bridge that transforms passive listening into active engagement.

Real-time analytics: The power of outbound IVR systems extends beyond the outreach itself. They offer a treasure trove of real-time analytics—insights into customer responses, preferences, and trends. This data becomes your compass, guiding future outreach strategies.

The human touch: In a world of automation, the human touch remains irreplaceable. Outbound IVR systems, intelligently designed, can seamlessly transfer callers to live agents when complex queries arise. This ensures that customer concerns find resolution, fostering trust.

What are the advantages of using software for outbound IVR interactions?

In the dynamic landscape of customer interactions, the emergence of outbound IVR software has ushered in a new era of engagement possibilities. This ingenious technology isn’t just a tool; it’s a strategic asset that businesses can wield to craft remarkable customer experiences.

Precision and consistency: Outbound IVR software operates with meticulous precision. Each interaction is executed flawlessly, ensuring that your message is consistently conveyed every time. Whether it’s an update, a promotion, or a vital announcement, outbound IVR software guarantees accuracy in every outreach.
Efficiency amplified: Time is of the essence, and outbound IVR software respects that. It empowers you to reach a vast audience swiftly and efficiently. With just a few clicks, you can initiate widespread outreach, maximizing your impact while minimizing resource expenditure.

Personalization at scale: Crafting tailored messages for individual customers used to be a daunting task—not anymore. Outbound IVR software harnesses the power of data insights to create personalized messages for each recipient. It’s like having a one-on-one conversation with thousands all at once.

Seamless multi-channel integration: Customers inhabit diverse communication channels, and outbound IVR software acknowledges this reality. It seamlessly integrates with various platforms, from voice calls to text messages, ensuring your message reaches customers through their preferred avenue.

Real-time adaptability: The realm of customer engagement is ever-evolving, and outbound IVR software is your adaptable ally. It allows you to modify messages on the fly, tailoring them to real-time developments. This agility ensures that your outreach remains relevant and impactful.

Analytics as your guide: Outbound IVR software isn’t just about sending messages; it’s about understanding the responses. The built-in analytics provide insights into customer behavior, preferences, and trends. These data-driven cues become the foundation for refining future engagement strategies.

Humanization through automation: Automation doesn’t equate to detachment. Outbound IVR software artfully infuses the human touch through interactive options and personalized messages. It’s a symbiotic blend of technology and empathy, creating connections that resonate.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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