How to Write a Bank IVR Menu
Posted: Wed Dec 04, 2024 3:37 am
Voice API
How to Write a Bank IVR Menu
If you’ve ever made a call and heard “For English, press or say 1,” you’ve encountered an interactive voice response system. IVR allows callers to access information by speaking a word (thus chinese overseas europe data the “voice” part of the name) or pressing a key on a phone’s Touch-Tone keypad. IVR can serve up prerecorded messages, route calls to specific departments or individuals, or pull data such as bank balances from systems — all without the need to speak to an agent. IVR systems benefit consumers by getting them the information they want quickly, without having to wait on hold.
A good IVR system is particularly useful for financial institutions, as many customer inquiries can be answered without taking up a representative’s time. Typical information for a bank’s IVR menu might include:
Choice of languages in which to hear the menu
Directory of departments, including technical support
Account information, including balance checks
Automated bill payment
Appointment booking
Callback option, if all representatives are busy
Informational recording on topics such as
Services offered Business hours Email addresses Website URL Social media handles Directory of branch locations
IVR menu best practices
Whether you’re a bank, mortgage lender, stockbroker, or other financial services professional, following these best practices for IVR systems can help you create a better customer experience.
Menu options — Don’t overwhelm customers with too many options at each level. Fewer choices make things easier for callers, as they have to remember the ones they’re hearing. Use a maximum of five items at each prompt.
How to Write a Bank IVR Menu
If you’ve ever made a call and heard “For English, press or say 1,” you’ve encountered an interactive voice response system. IVR allows callers to access information by speaking a word (thus chinese overseas europe data the “voice” part of the name) or pressing a key on a phone’s Touch-Tone keypad. IVR can serve up prerecorded messages, route calls to specific departments or individuals, or pull data such as bank balances from systems — all without the need to speak to an agent. IVR systems benefit consumers by getting them the information they want quickly, without having to wait on hold.
A good IVR system is particularly useful for financial institutions, as many customer inquiries can be answered without taking up a representative’s time. Typical information for a bank’s IVR menu might include:
Choice of languages in which to hear the menu
Directory of departments, including technical support
Account information, including balance checks
Automated bill payment
Appointment booking
Callback option, if all representatives are busy
Informational recording on topics such as
Services offered Business hours Email addresses Website URL Social media handles Directory of branch locations
IVR menu best practices
Whether you’re a bank, mortgage lender, stockbroker, or other financial services professional, following these best practices for IVR systems can help you create a better customer experience.
Menu options — Don’t overwhelm customers with too many options at each level. Fewer choices make things easier for callers, as they have to remember the ones they’re hearing. Use a maximum of five items at each prompt.