When you’re writing an audio script for your phone system, as opposed to a piece written for print (online or off), the right script makes all the difference. There are two questions you should consider before beginning a new project:
- What type of script am I writing?
- What is the function of my script?
By clearly defining the type and function of your script, it will be easier to write a script for your phone system. Here’s how you might answer these two questions:
What Type of Script am I Writing?
There are a few main types of scripts for telephone applications: Message On Hold, Voice Prompts, and Voicemail Greetings.
Message On Hold Scripts
“Message On Hold” refers to the programming that plays to callers on hold or in queue. It is a continuous loop of music and messaging that plays as callers wait to speak to an employee or representative.
Voice Prompt Scripts
Voice Prompts are the announcements for an automated attendant or IVR that greet callers, provide menu options, and assist telephone navigation. They’re the first recordings a caller hears, before they enter an extension or speak to a representative.
Voicemail Greetings
Voicemail greetings are the recordings caller hear when your business is not open or you don’t take their call. You might also hear them called “answering machine” messages.
What is the function of my script?
With the vocabulary defined, it’s time to consider how your script will be used. This can be strongly tied to the type of script you’re writing. For example, the function of voice prompts is frequently to direct callers to reach the appropriate department, while the function of a Message On Hold program is to inform callers about a business.
Some keywords that highlight script functions and can guide your writing are:
- Direct
- Inform
- Promote
- Persuade
- Entertain
- Sell
Your script may need to do one or more of these things – and even something else! As long as the script function and goal are clearly defined, you should be able to develop great script content.
Why is scriptwriting important?
Regardless of function and type, the script must capture listeners’ attention so they remain engaged while navigating menu options or waiting on hold for a live attendant. And it must do so in a manner that is efficient and unambiguous, user-friendly, and productive. Along with linguistic considerations and call-routing logistics, script content is essential toward achieving a positive customer response and experience.
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