IVR-Skript-Beispiele

Ein professionelles IVR-System zu haben, kann Unternehmen dabei helfen, ihren Telefonsupport zu verbessern und die Kundenzufriedenheit zu erhöhen. Ein effizientes IVR-Skript erlaubt es Ihnen nicht nur, eintreffende Anrufe an die richtigen Abteilungen oder Angestellten weiterzuleiten, sondern es verhindert auch lange Warteschlangen und Wartezeiten. IVR-Begrüßungen und Nachrichten, die Ihre Anrufer hören, wenn sie bei Ihrem Unternehmen anrufen, können den Ton für die gesamte Interaktion angeben. Es ist also wichtig, dies richtig zu machen.

IVR-Skript-Beispiele
IVR in der Praxis

Gut verfasste IVR-Skripts können die Markenwahrnehmung fördern und für jeden Anrufer eine mühelose, erfreuliche Kundenerfahrung kreieren. Andererseits lassen unwirksame IVR-Skripts Kunden frustriert und verwirrt zurück, was zu einem negativen Eindruck des Unternehmens führt. Verwenden Sie die folgenden angewandten Methoden für IVR und IVR-Skriptbeispiele zusammen mit einigen der gängigsten Phrasen für die Erstellung Ihrer eigenen IVR-Skripts.

Peter Komornik

LiveAgent vereint exzellenten Live-Chat, Ticketing und Automatisierung, die es uns erlaubt, unseren Kunden außergewöhnlichen Support anzubieten.

Peter Komornik, Geschäftsführer
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Angewandten Methoden für IVR-Skript und Fehler, die Sie vermeiden sollten

  • Vermeiden Sie zu viele Menüoptionen

Es kann Anrufern schwer fallen, durch ein langes und kompliziertes IVR-Menü zu navigieren – es ist meist empfehlenswert, bis zu 5 Menüoptionen anzubieten, die nach Wichtigkeit angeordnet sind.

  • Platzieren Sie Durchwahlnummern am Ende

Anrufer wissen oft nicht, nach welcher Durchwahl sie suchen, jedoch wissen sie, mit welcher Abteilung sie sprechen möchten – stellen Sie sicher, dass Anrufer die Option immer vor der Handlung hören (“Für den Vertrieb, drücken Sie 1”, anstatt “Drücken Sie 1 für den Vertrieb”.)

  • Halten Sie es einfach und formulieren Sie so, dass es gut verständlich ist, wenn man es nur hört

Verwenden Sie eine Sprache, die klar und einfach verständlich für alle ist, die bei Ihrer Supportleitung anrufen – vermeiden Sie jegliche unnötige spezifische Industriebegriffe, Abkürzungen und komplizierte Worte.

  • Informieren Sie Kunden über die Wartezeit

Wann immer Anrufer in einer Anrufwarteschlange platziert werden müssen sollten Sie sie wissen lassen, wie lange sie warten müssen, um mit einem Angestellten zu sprechen. So haben Anrufer die richtigen Erwartungen.

  • Ziehen Sie eine Rückruf-Option in Betracht

Wenn die Leitungen besetzt sind und die Warteschlange zu lange ist, sollten Sie eine automatische Rückruf-Funktion aktivieren, um die Warteschlange zu verkürzen, den Kundenaufwand und die Zahl der abgebrochenen Anrufe zu verringern.

IVR-Skript-Beispiele

IVR-Begrüßungsnachrichten


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.

IVR-Menüoptionen


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.

In der Warteschleife warten


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.

Maximale Wartezeit erreicht 


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.

Rückrufnachrichten


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.

Nachrichten außerhalb der Geschäftszeiten


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.

Nachrichten zu Urlaubszeiten


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]!

Sprachnachrichten


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.

Häufig gestellte Fragen

Wofür steht IVR?

IVR steht für Interactive Voice Response. IVR ist ein System, das es Nutzern ermöglicht, mit Unternehmen per Telefon zu interagieren. Es wählt automatisch eine Handlung aus, die der Nutzer befolgt.

Wie nimmt man IVR-Nachrichten auf?

Sie können Ihre IVR-Nachricht aufnehmen, indem Sie die Sprachaufnahme-Option in Ihrer Callcenter-Software nutzen. Zuerst müssen Sie eine IVR-Gruppe für eine Abteilung oder einen Service erstellen. Dann können Sie Ihre Sprachnachricht aufnehmen.

Wie begrüßt man einen Kunden während eines Anrufs?

Wenn Sie einen Kunden begrüßen möchten, können Sie diese Phrasen benutzen “Hallo, [NAME], wie geht es Ihnen?” oder “Hallo, [NAME], wie kann ich helfen?”

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