Ejemplos de Script IVR

Disponer de un sistema profesional de IVR puede ayudar mucho a las empresas a mejorar su atención telefónica y aumentar la satisfacción de los clientes. Un guión IVR eficiente no sólo te permite dirigir automáticamente las llamadas entrantes a los departamentos o agentes adecuados, sino que también elimina las largas colas de espera y los tiempos de espera. Los saludos y mensajes de IVR que escuchan tus clientes cuando llaman a tu empresa marcan el tono de toda la interacción, así que es importante que sean correctos.

Ejemplos de Script IVR - App - Uploads - 2020 - 11 - Ivr.png
IVR en uso

Los guiones de IVR bien escritos pueden impulsar la percepción de la marca y crear experiencias de cliente agradables y sin esfuerzo para cada persona que llame. Mientras tanto, los guiones IVR ineficaces pueden frustrar y confundir a los llamantes, lo que provoca una impresión negativa duradera de la empresa. Utiliza las siguientes mejores prácticas de IVR y ejemplos de guiones de IVR junto con algunas de las frases más comunes para crear tus propios guiones de IVR.

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Mejores prácticas de script IVR y errores a evitar

  • Evita demasiadas opciones de menú

Un menú de IVR largo y complicado puede resultar difícil de navegar para las personas que llaman. En general, se recomienda proporcionar hasta 5 opciones del menú principal que deben enumerarse en orden de importancia.

  • Coloca los números de extensión al final

Es posible que las personas que llaman no sepan qué extensión están buscando, pero sí saben qué departamento necesitan; asegúrate de que escuchan siempre la opción antes de la acción (“Para ventas, presione 1”, en lugar de “Presione 1 para ventas”).

  • Mantenlo simple y escribe para el oído

Utiliza un lenguaje que sea claro y fácilmente comprensible para todos los que puedan estar llamando a tu línea de soporte. Evita términos, abreviaturas y palabras complicadas específicas de la industria que sean innecesarias.

  • Informa a los clientes de los tiempos de espera

Informa a las personas que llaman cuánto tiempo tendrán que esperar para conectarse con un agente siempre que debas colocarlas en una cola de llamadas o en espera para que sepan qué esperar y puedan administrar su tiempo en consecuencia.

  • Considera una opción de devolución de llamada

Cuando las líneas estén demasiado ocupadas y las colas de espera sean demasiado largas, asegúrate de activar una función de devolución de llamada automatizada para acortar las colas de llamadas, reducir el esfuerzo de los clientes y el número de llamadas abandonadas. 

Ejemplos de secuencias de comandos de IVR

Mensajes de saludo IVR


Welcome to [Company]. Unfortunately, all the lines are busy at the moment. Please be patient and stay on the line. Your call will be connected to one of our customer support representatives as soon as possible. Your current hold time is [number] minutes.

Hello and thank you for calling [Company], [the company’s mission statement or slogan]. Currently, all our lines are occupied. We ask for your patience. Your call will be answered by the next available agent. Your estimated hold time is less than [number] minutes.

Welcome to [Company]. Thank you for your call. Currently, all of our agents are occupied. Please hold, we will be with you shortly. Your current position in the queue is [number], and your estimated hold time is [number] minutes.

You have reached [Company]. This call may be monitored and recorded for training or quality assurance purposes. Please do not hang up. You will be connected to the next available agent as soon as possible. Your current hold time is approximately [number] minutes.

Thank you for calling [Company]. If you’re happy to share your feedback with us at the end of the call, by answering one simple question, press 1 now and help us improve this experience in the future. Please stay on the line and your call will be answered in the order it was received.

Opciones del menú IVR


Hello and thank you for calling [Company]. If you know the extension of the person you wish to reach, please enter it now. Otherwise, please choose from the following options:
To speak with the operator, press 0 at any time.
For sales, press 1.
For technical support, press 2.
For billing, press 3.
For information about our company, press 4.
To repeat this message, press 9.

Hello and thank you for calling [Company], [the company’s mission statement or slogan]. Our normal business hours are Monday through Friday, 8 AM to 5 PM. If you already know the extension you wish to reach, you may enter it at any time. Otherwise, please listen to the following menu:
To continue in Spanish, press 1.
To continue in French, press 2.
To reach the [name] department, press 3.
To reach the [name] department, press 4.
To speak with an operator, please stay on the line and the next available agent will be with you shortly.

Hello and welcome to [Company], [the company’s mission statement or slogan]. Calls may be recorded for training and quality purposes. Please choose from the following menu options:
To speak with a sales representative, press 1.
To reach a customer support agent, press 2.
To reach our billing department, press 3.
For more information about [Company], press 4.
To leave a voicemail, press 5.
To review your options, press 9.

Thanks for calling [Company]. Our offices are currently closed. Our business hours are from Monday to Friday 9 AM to 8 PM Eastern Time.
To leave a message in our general voice mailbox, press 1. A representative will contact you the following business day.
To reach our company directory, press 2.
For directions to our office, press 3.
For more information about our products and services, please visit [website].
To repeat this message, press the # key.

En espera


We apologize for the long wait. If you’d prefer to leave a voicemail, press 0 and leave your name, phone number, and inquiry. We will call you back as soon as we can. Otherwise, feel free to continue to hold, and the next available agent will take your call.

All lines are still busy and we ask for your patience. Your hold time is estimated at [number] minutes. While you wait, feel free to check out our website at www.website.com. We’re offering [details of your offer].

All our agents are still assisting other callers. To leave a message, press 1. To have an agent call you back, press 2. Otherwise, please stay on the line and your call will be answered in the order it was received.

All of our agents are still busy. If you would like to receive a callback, please press 1 and the next available agent will return your call. Otherwise, please stay on the line and someone will be with you as soon as possible.

Thank you for holding, our support agents are still busy with other customers. If you want to leave us a message and hang up, please press 1. We will contact you during our office hours. Otherwise, please continue to hold and the next available agent will answer your call.

Se alcanzó el tiempo máximo de espera


You have exceeded the waiting limit for this queue. Please hang up and try your call again in a few minutes.

All of our agents are still busy. Sorry for the inconvenience. Please hang up and try your call again later or reach out to us via email at [email address].

We apologize but we are currently experiencing high call volume. Please hang up and try your call again, send us an email at [email address] or chat with us online at www.website.com.

We’re sorry your call cannot be completed at this time as we are experiencing unusually high call volume. Please hang up and try your call again.

Your call cannot be connected at present because of overloading. Please hang up and try your call again. We apologize for the inconvenience.

Poner en cola mensajes de devolución de llamada


You have requested to have the next available agent call you back from the queue. You may now hang up and wait for our call. Goodbye.

Thank you for requesting a callback from [Company]. A member of our staff will be in contact with you soon. You may now hang up and wait for our call. Goodbye.

Thank you for requesting a callback. One of our representatives will be in touch shortly to answer all of your questions. Please hang up and wait for our call. Goodbye.

Your place in the waiting queue has been recorded. The next available agent will call you back. Goodbye.

You have requested a callback from [Company]. We look forward to speaking with you and will be in touch shortly within our business hours. Goodbye.

Mensajes fuera de horario


Thank you for calling [Company]. Our office is currently closed. Office hours are Monday through Friday 8 AM to 5 PM. Please leave your name, phone number, and your request. A representative will return your call as soon as possible. If you need immediate assistance, check out our knowledge base or our FAQs in the ‘help’ section of our website.

Thanks for calling [Company]. Our office is currently closed. Our business hours are Monday through Friday 9 AM to 8 PM. To leave a message, press 1. A representative will contact you within a business day. For information about business hours, press 2. You may also email us at [company email]. For more information about our products and services, please visit www.website.com.

Welcome to [Company]. Unfortunately, you are calling outside our normal business hours. You can reach us Monday through Friday from 9 AM to 6 PM. Please leave a message with your name and our customer support representative will get in touch with you as soon as possible. Thank you.

Thank you for calling [Company]. To learn more about our products and services, visit our website at www.website.com. Our offices are currently closed. You can reach us Monday through Friday from 8 AM to 6 PM except on major holidays. Please leave a message with your name, contact information, and the nature of your call and someone from the appropriate department will contact you on the next business day.

Thank you for calling [Company]. We are currently unavailable to take your call. Please leave a message after the beep, or contact us during business hours: Monday through Friday between 9 AM and 5 PM Eastern Standard Time.

Mensajes de cierre por vacaciones


Welcome to [Company]. Due to our company holiday, our customer care team is currently out of the office but will be available again for you from [date]. In the meantime, you are welcome to send your request to our email [email address] or through our contact form at www.website.com. Thank you.

Thank you for calling [Company]. We are currently closed in observance of [holiday name]. We will return on [Date] at 8 AM Eastern Standard Time. To leave a voicemail, press 2. To repeat this menu, press the # key. Happy holidays!

Happy [holiday name]! You’ve reached [Company]. We are closed from [date] till [date] for the celebration of [holiday name]. On [date] we will reopen, resuming our standard business operations from 8 AM to 7 PM Eastern Standard Time. Looking forward to hearing from you after [date].

Welcome to [Company]. Our offices are now closed for a holiday. You can reach us on working days Monday through Friday from 9 AM to 6 PM. For general inquiries, you can also send us an email to [email address]. Thank you.

Hello! You have reached [Company]. We are closed for [holiday name] from [date] till [date]. We will reopen on [X date] with the usual working time from 8 AM to 8 PM. In case of emergency, please call the following number [telephone number] or email us at [email address]. Happy [holiday name]!

Mensajes de contestador automático


Thank you for calling [Company]. Unfortunately, all lines are busy at the moment. Please leave a message after the beep with your name, phone number, and your request. We’ll ensure a representative will return your call as soon as possible. Thank you, and have a nice day.

We apologize but we are currently experiencing high call volumes. Please leave a message after the tone, send us an email at [email address], or chat with us online at www.website.com. Thank you.

Thank you for calling [Company]. We apologize but we were unable to connect you to any available agents. Your call is important to us. Please leave us a voicemail after the tone and we will reach out to you as soon as possible. Thank you.

Thank you for calling [Company]. You have reached this message either because all of our agents are currently busy assisting other callers or it is after business hours. Please leave a message after the beep and we will return your call as soon as possible.

Hello, you have reached the voicemail of [Company]. Please leave a detailed message with your name, phone number, or email address and we will get back to you within twenty-four hours. Thank you.

Frequently asked questions

¿Qué significa IVR?

IVR son las siglas de Interactive Voice Response (respuesta de voz interactiva). IVR es un sistema que permite a los usuarios interactuar con las empresas por teléfono y elige automáticamente un curso de acción que el usuario debe seguir.

¿Cómo se graban los mensajes IVR?

Puedes grabar tu mensaje IVR utilizando la opción de grabación de voz en el software de tu centro de llamadas. Primero, debes crear un grupo de IVR para un departamento o servicio, y luego puedes grabar tu voz.

¿Cómo saludas a un cliente en una llamada?

Al saludar a un cliente en una llamada, puedes usar la frase “Hola, [NOMBRE], ¿cómo estás?” o “Hola, [NOMBRE], ¿cómo puedo ayudarte?”

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