AUTO ATTENDANT/VOICE MAIL GREETING HINTS

(KISS, Keep It Short, Simple)

THE ELEMENTS OF A GOOD AUTO ATTENDANT GREETING

·         Pause 1-2 second before recording your greeting.

·         Always write out a script to record from. (KISS !!!)

·         Callers can dial out of Auto Attendant or Voice Mail greetings. (Any valid system number)

·         Limit the number of choices you offer callers in a single menu. More that 4 or 5 choices will confuse your callers. And don't force them to wade through six menus before they reach the information they need.

·         Give callers an option first, followed by instructions on what key(s) to press to take action.

·         Instead of, for Sales press “1”, use the sales extension or sales group number this makes future changes easy.

·         List the most used menu options first.

·         Let callers know what keys to press to escape the Auto Attendant and reach someone “Live”. (always have this extension answered promptly)

·         Make menus specific for the time period (Day/Night/Holiday),

Example:

 (Day Greeting, 08:00AM - 05:00PM, Monday - Friday)

Thank you for calling (Company Name), you may dial your party’s extension at any time during this greeting, For the Sales Department dial 115, For the Accounting Department, dial 106. For the Service Department, dial 110. For all other departments or to speak with the attendant dial “0”. Or for the company directory, press 8.  (No action rings the Attendant)

(Night Greeting, 05:00PM - 08:00AM -, Monday – Friday, Saturday, Sunday)

Thank you for calling (Company Name), Our business hours are 08:00AM to 05:00PM Monday thru Friday. You may dial your party’s extension at any time during this greeting. For the company directory, press 8. Or remain on the line to leave a message (No action forwards to a general mailbox)

SOME SUGGESTED PERSONAL VOICE MAIL GREETINGS

ONGOING

This is (NAME). I’m unavailable to answer your call at the present time please leave a detailed message at the beep and I will call you as soon as I return. If you require assistance before then please contact (NAME) by dialing (EXTENSION NUMBER) now. Or you may dial “0” for the attendant. Thank you.

You have reached the office of (NAME). I am not in my office to take your call. At the beep leave your name, telephone number and details of what I can do for you I will call you back within the next (TIME). Thank you.

This is (NAME) I’m sorry I cannot answer your call right now. Please leave a detailed, message at the beep. I’ll call you as soon as I return. Thank you.

You have reached (Name). I’m unavailable to answer your call at the present time please leave a detailed message at the beep. I will get the information you require and call you back. Thank you for calling.

DAILY
You have reached the office of (Name) I am in meetings today, (DATE), and will not be able to get back to you until after (TIME). Leave a message at the beep and I will attend to it as soon as I return. If you require assistance in the meantime please contact (NAME) by dialing (EXTENSION NUMBER) now. Thank you.

WEEKLY
This is (NAME). For the week of (DATE) I will not be available on Monday morning or Thursday afternoon, but should be in my office the remainder of the week. Leave a message at the beep and I will attend to it as soon as I return. If you require assistance during my absence please contact (NAME) by dialing (EXTENSION NUMBER) now. Thank you.

EXTENDED ABSENCE
You have reached the office of (NAME) I am not in today but will be back in the office on (DAY OF THE WEEK) the (DATE). Leave a message at the beep and I will attend to it as soon as I return. If you need assistance before then please contact (NAME) by dialing (EXTENSION NUMBER) now. Thank you.

This is (NAME). I’m sorry I am unable to answer your telephone call. I am on vacation from (DATE) until (DATE) and will not be checking my messages. Leave a message at the beep and I will attend to it as soon as I return. If you require assistance in my absence please contact (NAME) by dialing (EXTENSION NUMBER) now. Thank you.

This is (NAME) I’m sorry, I’m out of town until (DAY AND DATE). But I will be checking my messages. Leave a message at the beep and I will attend to it as soon as I can. If you have any business which requires immediate attention please contact (NAME) by dialing (EXTENSION NUMBER) now. Thanks for calling

EXTENDED ABSENCE - CHRISTMAS CLOSEDOWN (OR OTHER EXTENDED) PERIODS
Thank you for calling. You have reached (NAME). (COMPANY NAME) is officially closed over the (HOLIDAY) period. I will be back in my office at (Date/Time). Leave a message at the beep and I will attend to it as soon as I return? Thank you and have a happy holiday season.

VIRTUAL ANSWER GREETINGS
This is (NAME), I’m on another call at the moment, but I’d really like to speak with you. Please hold and I will be with you shortly. Or if you do not wish to hold, press “1” to leave me a message or “0” for the attendant. Thank you

You have reached (NAME). I’m presently on a call with someone else and I am unable to speak to you personally. But I have been notified of your call. I am sending your call to (DEPARTMENT OR NAME) for immediate assistance. Thank you.

HUMOROUS
STOP! Don’t hang up. I don’t like these machines either. However, if at the beep you would kindly leave your name and telephone number I will call you back, I promise. Thank You   

SOME WAYS TO HELP PEOPLE WHO CALL YOU FEEL COMFORTABLE LEAVING MESSAGES

• Update your personal greeting regularly.
• Do not hide behind your voice mail, if your phone rings answer it!
• In your greeting, let callers know when you will return their call. And always return calls promptly.   
• Include information in your greeting about how callers can reach a colleague who can help them if you are not available.
• If you will be away from the office for an extended period, on business or leave, let callers know and tell them how to reach a colleague who is taking your calls.
• Tell your callers how they can easily reach someone in real time if their call is urgent. BUT, make sure an operator or receptionist is available to answer the line during normal business hours.
• Pause for 1 - 2 seconds before you record your greetings so the beginning your greeting will not be cut off.

SUGGESTIONS WHEN CONSIDERING THE COMPOSITION OF YOUR GREETING

• Try keeping your recording to a maximum of about 15-20 seconds.
• Do not say “operators are busy” - instead tell callers operators are aware of their call but are attending to others, etc.
• Do not say “you have been placed in a queue” - instead ask callers to hold.
• Wait at least 1-2 seconds before commencing recording your greeting. This gives time for the call to be answered and for the caller to be receptive.
• Take your time while recording, and sound sincere.

OTHER PHRASES YOU MAY WISH TO CONSIDER

• Did you know that we . . .
• You can also contact us on . . .
• If you prefer to fax your inquiry to us, you can do so on . . .
• Thank you for calling. One of our reps will be with you shortly.
• Thank you for waiting, we appreciate your patience. One of our reps will (be with) (attend to) you shortly