A couple of weeks ago a client came to us saying, “I listened to your demos, and I have picked a great voice talent for my phone greetings, but I’m not sure where to start with the script. What do I do?” And since this wasn’t the first (and probably won’t be the last) time we’ve been asked this, we decided to outline the process of writing your Auto Attendant or Phone Greetings Script.
The most important element to writing your Auto Attendant or Phone System Greetings is having an understanding of how your phone system is set-up. If you don’t have a list of the current messages and extensions, the company that maintains your phone system may have it on file. You will also want make any phone system changes before creating your greetings.
STEP 1:
Identify what additional information you would like to include in your greetings. Many companies include their website url, address, slogan, etc., where appropriate. If your receptionist is fielding several inquiries about your hours of operation, for example, it might be beneficial for you to include this information in your greetings.
STEP 2:
Eliminate any time sensitive material or information. Unless you plan to update your recording frequently, you will want to exclude any information that dates your greetings (i.e. mentioning seasonal promotions). You may also want to consider omitting names from your extension list, and replacing them with titles.
Example:
For the Sales Manager, Press 4
vs.
For Julie Jones, Sales Manager, Press 4
STEP 3:
Specify where necessary. If you want your new customers to set up their billing account with Customer Service rather than your Billing Department, make note of that in your greeting.
Example:
New customers looking to set up billing and for all other service matters, contact Customer Service at ext. 214
STEP 4:
While you want to be thorough, you also want to use wording that is concise and to the point. Callers may hang up if they have to wade through too much extraneous information before they reach the right party.
STEP 5:
Make sure everything is written as you want it read by our voice talent. For Example: Inc. will be read “ink”, so use Incorporated, if that’s what you would like said. Also, you will want to specify any questionable pronunciations as well as addresses.
Example:
2421 Independence Boulevard can be read twenty four - twenty one OR two four two one. If you have a preference, please make note of it.
