In a contact centre, a prompt is a recorded or automated message that guides callers during interactions, often within interactive voice response (IVR) systems. 

IVR systems serve as the initial point of contact in many call centres, welcoming callers and verbally presenting available menu options. These spoken menu choices are referred to as prompts. Callers can interact with prompts by either pressing buttons on their phone’s keypad or providing a verbal response.

These prompts play a pivotal role in enhancing the overall caller experience by serving various critical functions:

Menu Navigation

Contact centre prompts offer callers menu options, enabling them to select the appropriate department or service using phone keys or voice commands.

Information Delivery

They convey essential information such as business hours, location details, or special announcements relevant to the caller’s enquiry.

Call Routing

Prompts aid in routing calls to the right department or agent based on caller selections, ensuring efficient handling and reducing transfer times.

Authentication

For security, in the finance or insurance industry, prompts may request specific information like account numbers or PINs to verify the caller’s identity.

Greeting and On-Hold Messages

Prompts set a welcoming tone when calls are answered and keep callers informed or entertained while waiting on hold.

Voice Self-Service

Prompts enable voice self-service, allowing callers to perform tasks like checking balances or scheduling appointments without speaking to an agent.

Compliance

In regulated industries, prompts provide legal disclosures or obtain consent from callers to ensure compliance with relevant laws.