"Press one for sales, press two for accounts..." Most of us have heard a phone menu that works smoothly, and most of us have heard one that leaves us confused, pressing the wrong number and starting again. For businesses across Australia, a phone menu (often called an IVR or auto attendant) is frequently the first thing a caller hears. It sets the tone for everything that follows, including the music on hold that plays while they wait for the right department.

Start by mapping your calls

Before writing a word, look at why people call. Ask your reception team or check your phone system reports. You will usually find that a handful of reasons account for most calls. Those should be the options in your menu, and the most common one should come first.

Resist the urge to include every department. Each extra option adds time and makes the menu harder to remember. If a caller has to listen to eight choices, they may forget the first by the time they hear the last.

Write prompts the way people listen

Menu prompts are heard, not read, so they need to be written for the ear. A few principles help:

• Say the reason before the number. "For accounts, press two" works better than "Press two for accounts", because callers hear the option they care about before they need to act.
• Keep the options short. Use the words callers would use themselves, not internal department names.
• Offer a way back. Let callers repeat the menu or reach a person if none of the options fit.
• Avoid long welcomes. A brief greeting is enough before the first option.

Consistency between menu and hold

One common problem is a mismatch between the menu and the hold program. A caller hears one voice in the menu, then a completely different voice and style in the hold messages, then perhaps a third on a voicemail greeting. It feels disjointed. Using the same voice artist and a consistent production style across menu prompts, hold messages and after-hours greetings makes the whole phone system feel like one organisation.

National businesses and different time zones

A business that takes calls from across the country may need different routing depending on the time of day. Prompts that mention business hours should be clear about which time zone they mean. Some organisations also set up different menus for different states or regions so callers reach their local team.

Recording and production

Menu prompts are typically recorded as separate files, one for each prompt, so they can be loaded into the phone system individually. That makes it easy to update a single option later without re-recording the entire menu. A good producer will name and format each file to suit your system and leave consistent pauses so the menu flows naturally.

It is also worth recording a few extra prompts you might need later, such as holiday closure messages or an emergency notice. Having them ready saves time when circumstances change.

Test with real callers

Once your menu is live, ask a few people outside the business to ring and try to reach a particular department. Watch where they hesitate or make mistakes. Small changes to wording or order can make a big difference.

Plan for change

Businesses restructure, add services and change phone systems. Keep a copy of your scripts and audio files somewhere safe so updates are straightforward. A professionally produced menu should be easy to adjust rather than something you dread touching.

Get your menu and hold program sounding right

We script and produce phone menu prompts, music on hold and on-hold messages for businesses across Australia, all in a consistent voice. Contact us for a free quote.