Planning the voice script

The voice script includes the exact phrases to be recorded, based on the transaction you determine. The following are suggestions to consider while writing the voice script:

• Track the contents of the voice script by using phrase numbers. Number each phrase in the written voice script. (Note that this is done for you automatically in IVR Designer applications.)
• Write out every word you expect to be spoken. Edit the voice script to change any poorly written or repetitive phrases. The voice script should be as clear as possible so that a speaker can use it to record phrases.
• Ensure that changes are written into the voice script if changes are made during recording.
• Make all commands short and easy to understand. Also, users tend to remember only the ends of phrases, so place the needed caller action at the end of a phrase, for example, "For account information, press one."
• Make prompts clear, but courteous. Remember to welcome users to your company and the system. Thank them at the end.
• Use vocabulary that is understandable and not beyond the scope of your users. For example, do not use computer or programming terminology unless it is familiar to all of your users.
• Use the following types of phrases in your voice script:
  • Long phrases that stand alone, for example,

    "Welcome to the XYZ order entry system."

    Long phrases are easier to speak for a recording because they stand alone.

  • Short phrases that you plan to concatenate, for example,

    "Your balance is"
    "Press 1"

    Typically, short phrases include phrases that you will use repeatedly.

• Anticipate the environment in which the phrases will be used. That is, whether the phrase will be used at the beginning, in the middle, or at the end of a sentence. The following example shows each use of the word "enter."

  "Enter your account number." (phrase at the beginning of the sentence)

  "You must enter your account number." (phrase in the middle of the sentence)

  "Please press enter." (phrase at the end of the sentence)

  If your application contains a phrase that is used in more than one environment, you must record the phrase separately for each one. In the above example, you would need three recordings of the phrase "enter" – one phrase with rising inflection for use at the beginning of a sentence, one with medial inflection for use in the middle of a sentence, and one with falling inflection for use at the end of a sentence. Recording words with the proper emphasis is discussed in Writing the voice script.

• Avoid a long string of adjectives. The following is an example of a poorly designed instruction:

  "Check the 5-digit class schedule number, listed to the left of the specific course, in the course offering schedule book."

  The following is a better example of how to word this instruction:

  "In the schedule book for course offerings, find the specific course you are interested in. To the left of the title is a 5-digit number used for class scheduling. Press the keys or say that number now."

• Review the voice script to verify that the prompts and responses make sense.

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