Productivity Archives - Netlines

What Is a Virtual Receptionist and Who Should Use One?

It’s no secret that technology is changing how we operate and communicate in business. One advancement to benefit companies of any size is the virtual receptionist, but with so many options, how do you know where to start!? In this post we’re breaking down the pros and cons of using a traditional in-house receptionist, a virtual receptionist, and/or an auto-attendant to make your decision easier.

 

What is a Virtual Receptionist?

A virtual receptionist is either a real human receptionist who is working remotely or a software application that automatically answers your phone. The traditional receptionist is slowly being replaced by virtual receptionists, auto-attendants, artificial intelligence help desks, and even holographic virtual receptionists. Each has its pros and cons. In this article, we help you decide what is the best option for your company.

Different Types of Virtual Receptionist

Auto Attendant

An auto-attendant or automated receptionist is an automated private branch exchange (PBX) switchboard. The caller presses the number that corresponds to the menu option they require. (“Press one for Sales, two for Transportation, three for Admin, etc.…). Modern VoIP technology has enabled a huge variety of different options including easy to set up auto attendants. These auto attendants can divert calls to the right person, play automated messages and record voicemails. Some companies, like NetLines, offer an auto attendant service as part of the standard cloud phone system package.

Holographic Display

Surprisingly, holographic displays are not so new! Back in 2013, the London Borough of Brent installed a holographic receptionist called “Shanice” in the town hall. Shanice greets people, answers basic questions, and directs people to the correct department. In the world of video calling, a holographic receptionist can also have an online video avatar for video callers to talk to.

AI Help Desk Service

Artificial intelligence and machine learning are leading the way in automated help and service desks. The AI uses voice recognition software to match the caller’s request to data stored in a knowledge base. This data might be the instruction to divert the call to a different department, to issue directions, or carry out first-line response actions. The AI help desk is particularly useful in IT-driven environments.

Traditional Virtual Assistant Services

There are several companies now that offer virtual assistant services. Your virtual assistant is a real person who is based in the company’s call center or remote working from home. They field your calls and can do everything a normal receptionist or assistant can do. This includes taking messages, answering common questions, scheduling meetings, and providing basic technical support. Most companies offer a whole host of services often extending beyond the role of a traditional in-house receptionist.

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What Does a Traditional Virtual Receptionist Do?

Phone Call Answering

The primary function of a virtual receptionist (VR) is to answer the phone. Just as the in-house company receptionist answers the calls with a friendly welcome, so can your virtual receptionist. You can script the initial greetings so the VR is always consistent.

Share Basic Information with Callers

After greeting the caller, the VR can share any important information with the caller. It might be brief details of a new promotion or about holiday opening hours. It could also be a change in business operations in response to emergency conditions such as severe weather or current COVID-19 restrictions.

Take & Relay Messages

Sometimes it is practical to have your VR take messages instead of transferring the calls. You can list the callers and caller type that you want to be transferred. The other callers can leave a message and you can call them back at a time that suits you. Your VR can take the message and forward them to your smartphone by email or by an app.  

Schedule Appointments

Your VR can have access to your online calendar. This enables them to make an appointment for you to meet your caller or call them back. Your VR can also see when you are available or busy, on holiday, or at a function. This enables callers to call back at a time you are more likely to be available. 

Screen Calls

Those annoying unsolicited calls such as automated cold sales calls, advertising, or telemarketing scams can all be fielded by your VR. This frees you up to get on with the important stuff like closing the next big deal. Some companies claim over 60% of the inbound calls they receive are spam or scam calls. Having your VR field these calls can save your company significant time and money.

Transfer & Route Calls

Like a much friendlier human auto attendant, a VR can transfer callers to other people in your company. If the caller is unsure which department or extension they need, the VR can help them decide and then route the call for them. This extra help to the caller can boost the feel-good factor of the company.

Help Callers with Questions About Your Business

A VR can instantly answer a few of the most common questions asked by callers. You can provide the VR with a script of answers to the common questions. This is a win-win for both you and the caller because the caller gets the answers they wanted, and you did not have to spend time and more money answering the questions.

The Pros and Cons of a Traditional Virtual Receptionist

Pros

We can see from the list of potential services that there are several advantages of using a real human virtual receptionist. Some of these include:

24/7 Call Answering

Virtual receptionists are available 24 hours a day, 365 days a year. Someone is always able to answer customer calls. Your virtual assistant provider rotates their staff to ensure your phone line is always covered. Your caller experience is not affected by staff sickness, holiday, or local infrastructure problems. Even if your business is not open, the VR will be the friendly voice at the end of the line to help the caller or take a message.

Cost Savings

You do not have to pay sick pay, holiday pay, or pension, which can make a significant reduction in your employment overhead costs. Most providers have a “pay as you go” option where you only pay for the minutes the VR is used.

Human Not Machine

People like speaking to other people more than they like speaking to a machine. The artificial intelligence behind chatbots and software-based receptionist systems is improving, but people still prefer to talk to another human being. Your virtual receptionist is a real human and has natural responses including empathy, humor and understanding that AI currently fails to replicate.

Timesaving

No more time wasted answering spam calls, repetitive calls about your opening hours and store location, or calls regarding the latest promotion. The VR saves you and your staff time by filtering out all but the essential calls to your team. Because your team is not tied up with spam, they are available when a genuine inquiry comes through from the VR desk.

Professional Company Image

You can script your welcome message and answers to common questions. This gives you the chance to write a professional sounding response that is used by all the VR staff. Every time someone calls, they are greeted in the same professional manner. This consistency helps to build your customers’ trust.

Cons

As with any business problem, it is uncommon to find a “one size fits all” solution. For every advantage, there is a disadvantage. Here are some of the disadvantages:

Expensive

As call volumes increase, so do the virtual assistant costs. This is particularly true if you are on a pay per minute or pay as you go contract. For companies with a high call volume, it may be cheaper to have an in-house reception team. An in-house receptionist may also be easier to budget for as costs remain constant despite changes in call volume.

Unsuitable for Complex or Unusual Industries

Your virtual receptionist is likely to be several people who all work in a call center or from home. Your actual receptionist is likely to be any one of the number of staff in the VR call center. You cannot train all these people in the same in-depth way you can your in-house staff. In-house reception staff will know your company more intimately. This knowledge is more important in technical or specialist industries.

Detached from Day-To-Day Operations

Your remote working virtual receptionist cannot have the same connectivity as an in-house receptionist. They do not know the minute-by-minute operations of a company in the same way that a receptionist sitting behind their desk in your office does. Your VR does not know if you have “just stepped out for lunch” or that the Technical Director is off sick this morning.

Who Should Use a Virtual Receptionist?

A virtual receptionist is not suitable for all businesses. Here we assess the suitability of virtual receptionists for some different business profiles.

Low Call Volumes

A pay per minute virtual receptionist is ideal for these situations. Any technical calls can be routed to the technical department. The virtual receptionist can handle routine inquiries by following a script. Costs are variable but remain low and easy to budget for.

Medium Call Volumes – Not Technical or Sales

This call profile is also suited to a virtual receptionist. The VR can filter the calls and answer routine questions. Technical calls can be routed to a technical team. Costs can be variable, so care should be taken to monitor the use and adjust the budget as needed.

Medium Call Volumes – Technical or Sales

Anything concerning technical issues or potential sales should be dealt with by fully trained and experienced in-house staff. Sales calls need to be handled by sales professionals to ensure maximum potential is achieved. Technical calls need the knowledge of experts who can guide callers through complex processes.

In this situation, an auto-attendant could be the preferred solution. The auto-attendant can greet callers, filter out spam, route callers to the correct department, and forward messages. The costs would remain constant despite variation in call volumes.

High Call Volumes

Virtual receptionist costs can become prohibitive as call volumes increase. High call volumes are better served by a special in-house reception team. Initial call filtering can be done by an automated receptionist/auto-attendant to help reduce spam and provide a consistent professional greeting. The auto-attendant can then route calls to the appropriate team member or specialist. Costs can be controlled by in-house monitoring.

The Future of Virtual Receptionists

The virtual receptionist is here to stay. There will always be a need for a human voice at the end of a business line. Artificial intelligence and machine learning will continue to improve and offer more options at reduced costs. The new innovative VoIP / virtual auto attendant features will become increasingly versatile and adopted by more businesses. The days of the receptionist sitting by the front door of your business answering your phone may be dwindling, but not just yet!

So, there we have it! A whole heap of information about the pros and cons virtual receptionists. What is the best option for you?

Categories: Productivity

5 Ways to Record VoIP Calls + Why You Should

The best way to record VoIP calls is to use an app-based virtual private branch exchange (PBX). Most virtual PBX providers (e.g., NetLines) offer call recording as one of their services. Other call recording methods include:

  • port mirroring using a switch and server
  • cloud-based recording apps
  • using existing software
  • using dedicated software

In this post, we explore the “why” and “how” of recording VoIP phone calls. We also investigate the ethics and law regarding recording phone calls and the cost of making such recordings. We conclude with a prediction about the future of cloud-based, VoIP call recording.

Why Record Cloud / VoIP Calls?

Companies record VoIP calls for a plethora of reasons. Modern VoIP technology makes recording calls extremely easy. More and more companies are doing it and finding several benefits, including:

Monitoring and maintaining the quality of sales and support service calls. The recordings can be a valuable tool in staff training and procedure development. For example, listening to new sales line staff to ensure they have received the correct training.

Protecting the company from legal difficulties when forming verbal agreements with customers and suppliers. For example, recording the conversation when agreeing to a new customer price structure in return for a minimum order value. It can also be used to ensure compliance with industry-specific laws.

Recording and transcribing meeting minutes. There are more virtual meetings taking place than ever before. It can be beneficial to have a transcription of the meeting to email to participants after the meeting. Participants can agree on the content and keep a record in the same way minutes used to be taken. Auto-transcription of recorded calls is becoming very cost-effective, fast, and accurate as voice recognition technology improves.

Responding to customer complaints more effectively. The customer service team can listen to any complaint calls. This can help them identify the exact problem and help them fix it. The calls act as a record of repeat issues that can identify procedure or product problems. The recording can also be used in defense if the complaint is serious.

Call Recording Ethics and the Law

When it comes to recording phone calls, the law can be difficult to interpret. In most states, it is not illegal to record phone conversations. The legality of recording normally depends on the consent of one or both parties (California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington). Therefore, automated attendant scripts often include a notice about recording the call. The caller can then end the call if they do not want to be recorded.

Best practices and ethics generally dictate that it is polite to notify callers at the start of a conversation if you are going to record the call. Most people use an automated message at the start of the call. This is difficult if you are using a Plain Old Telephone Service (POTS) line. It is extremely easy if you are using a cloud phone service such as NetLines. By notifying the caller of your intent, you give them an option to opt-out by ending the call. If they continue the call, it is seen as giving their consent.

We recommend you check the legal intricacies of your state with your attorney before setting up a call recording system.

Different Ways to Record Virtual Calls

Gone are the days of huge tape recorders, masses of wires, and pressing the big record button at the start of each phone call. Things have moved forward considerably! New VoIP technology means effortless recording and a plethora of post-recording options including automatic transcription and cloud-based audio file storage. The actual recording method depends on your budget and your needs.

Server and Switch

Also known as port mirroring, the server and switch method is now a little out of date. The engineer sets up a port mirroring switch that detects VoIP real-time traffic. Once detected, this traffic is mirrored and sent to a recording server. This server can be onsite in your IT room or off-site supplied by your provider. The hardware takes up space and is difficult to install and configure. It is difficult to upscale and now being replaced by newer technology.

On the plus side, your existing data switch may already have a port mirroring facility. Adding a simple single quad-core processor and storage device may prove cost-effective. This set up works well for up to around 200 simultaneous calls. If there are more, you will need to split the mirrored data between two servers.

So, this system may suit the already established small business.

Cloud-Based Recording App

Hosted recording services often still use a port mirroring switch. The switch mirrors the data and diverts it to the offsite cloud server. This system can be beneficial for those wanting to record calls sporadically. It may not be economical in time, money, or space to set up an in-house server. Paying a simple subscription to the recording service is a simple and cost-effective solution.

As with most such solutions, convenience compromises functionality and quality. Offsite storage can limit access and functionality. The reliance on port mirroring technology and an off-site server can lead to a reduction in quality. Hosted recording can be expensive, especially when it comes to upscaling.

Using Existing PC Software

For the one-off or very infrequent call recording, existing PC software may suffice. Why spend a significant amount of money on something you only need once a month? If you are this type of user, you probably use a free domestic type application to make calls. Examples include free to use versions of Skype and Teams. For example, with Skype, it is as simple as pressing the “record” button. The resulting audio file is then sent to all participants at the end of the call.

Such apps are fine for the occasional general business call but there are limitations when compared to the paid-for alternatives. Recording quality is low and only available in mono. The PC that initiates the recording, records the received audio from the other caller(s). The recording increases the required bandwidth. This can lead to call instability and reduced quality.

So, using existing software may be suitable for the occasional recording of a virtual business meeting, but is not suitable for anything much larger.

Using Dedicated PC Software

Local recording clients let you record your VoIP app (e.g., Skype or Zoom) calls directly to your device memory. You download the software or app to your device (computer or smartphone). You start the app before the call and set up the software to record. When you start your VoIP call, the recording client starts recording the audio and video. It stores the files in your device storage so you can then open the files later to relisten to the conversation or watch the video. Most recording client’s software offer a range of facilities to help you manage the recorded calls.

This solution is ideal for people who only need to record a few conversations per week. They might not want to have a monthly contract for external storage or a potential security problem with offsite storage. The data is stored on the local device ensuring access and control over its security.

There are however some operating problems with this technique. The software must be reset each time a call is made or received. This limits the use of large call volumes. The cost can be prohibitive when it comes to upscaling because new “seats” for the software may have to be procured for any new members of staff.

VoIP Service Provider Feature

The most recent innovation in VoIP call recording is to use an application based virtual Private Branch Exchange (PBX). These apps turn your mobile phone into a complete business phone system. There is no hardware, no setup costs, no extra room needed in your IT room nor any problems with upscaling. In fact, it’s easier than ever to get a second number on your smart phone and additional lines and extensions for your employees with VoIP phone numbers. The monthly costs are minimal and offered on a month-by-month basis or yearly contract.

Calls can be recorded automatically or at the push of a button on the app. The recording is stored on a remote cloud (no need for an extra storage device) or an in-house server. The files can easily be accessed from your smartphone and used for transcription, quality control, or training.

This cutting-edge technology is quickly becoming the go-to solution for many small and large businesses.

VoIP Call Recording Service Costs

Recording service costs depend on your requirements. If you want to record a one-off call, then you already can record for free using existing software such as Skype. These free methods are not suitable for larger users. Alternatives include the old-style port mirroring technology, but this can cost several thousands of dollars to set up. The remote cloud-based storage apps still require expensive switchgear and can prove to be expensive for high volume users.

The most economical call recording method is the mobile app-driven virtual PBX. Call recording is often an included feature of such services and requires no additional hardware.

The Future of VoIP Recording

The near future of VoIP recording is still going to be a mixed bag of old and new technology. People are still going to be using port mirroring and in-house servers for the next few years. In the near future, as these solutions become obsolete, more businesses will move over to the cost-effective and feature-loaded mobile app-based virtual phone system. These services have a huge capacity for call recording and offer value for money and convenience.

Categories: Productivity, Small Business

The Definitive Guide to Auto Attendant Scripts (+ Real-World Examples)

Your auto attendant is often the first impression people get when they call your business. It should portray your brand and company image. It needs to be welcoming, polite, efficient, faultless, and professional. To ensure you create such a great first impression you must create auto attendant scripts. The scripts will help you plan the content of the messages and the menu structure.

Planning is important because it helps you ensure your customers have the best customer experience when they call. The script also acts as a record of the auto attendant (AA) menu structure. This enables you to efficiently make changes to your AA system in a logical way.

You can easily write your script, as long as you remember a few simple considerations. In this post, we outline the who, what, when, where, how and why of auto attendant scripts. We also give you some examples of scripts to use in a multitude of circumstances.

What is an auto attendant script?

Your auto attendant script details:

  • the content of the auto attendant messages
  • the structure of the menus

Content

Your AA greeting and main menu are often the first things a potential customer hears about your company. Content of that greeting and the journey the customer experiences during those first few moments is vital. Pleasantly and professionally greet the customer and quickly transfer them to the person they want to speak to.

The content can also include a variety of other useful information such as your:

  • Location
  • Business hours
  • Product and services information
  • Hotline or emergency information
  • Season’s greetings
  • Business closures
  • Legal disclosures
  • Product or services promotions
  • Details of any changes to operations or company structure
  • And any other message that is important to your customers

Structure

The structure of the options menu needs to be well thought out. The script acts as a map of these options. It helps you route the caller through the logical process needed to connect them to the correct person. Ideally, this journey should be quicker than speaking to an actual person. The script also helps you ensure that all callers end up connected to someone who can help them.

image of menu options and hierarchy used for an auto attendant system while planning auto attendant scripts

Why should you use auto attendant scripts?

They help you:

  • portray professionalism,
  • ensure callers are connected to the right person quickly
  • give the correct information.

Your auto attendant script is equal to the training you would give to the person answering your company’s public phone line, such as a receptionist.

Who should use the scripts?

  • Everyone in the company who speaks to the public on the phone
  • Human Resources manager
  • Hired voice talent

In short: every company with an auto attendant. Within that company, everyone who talks to members of the public via the phone should use an AA script. This helps provide a consistent image and branding of the company and ensures colleagues include all the necessary information in their messages.

The scriptwriting needs to be driven by upper management. It might also include the marketing department, reception staff, customer account managers and other heads of departments. Most importantly it should include the person who already answers the phone! They know best what customers want when they call. The human resources manager should ensure the correct part of the script is issued to appropriate staff. It should also be included in any onboarding process for new staff. They can then set up their voice mail correctly.

But who actually will read the script? Who is the person the customer hears when they call? It is recommended that you do not use automated “robot” auto attendants. Research has shown that customers have a negative experience and feel undervalued when dealing with a robot.

So, use a real person. It could be you, someone in your company or a hired professional. It is a great (and cost-effective) idea to use a voice talent. Here you get a professional voice actor to record your messages. You can select exactly the right sounding voice to truly represent your business. Your auto attendant provider might even already employ their own voice talent for you to use.

When should you use one?

You will need to use your script:

  • Before you have an auto attendant in place
  • When first setting up your auto attendant
  • When you have an employee or structure change that affects customers calls (such as office closures or remote working changes due to COVID-19) 
  • When you offer different products or services

You should create your greeting menu script before shopping for your virtual answering solution. Your script will help you determine what kind of auto attendant you need. A small business with only two or three departments and only a few menu options might find they can opt for a basic solution or plan. A multinational corporation with several departments, hundreds of employees and multiple offices will need something a bit more advanced. A script will help you buy the correct solution from day one.

Once you have an automated attendant in place you will need to use the script to set up the messages and menu options. Having a script ready lets you get started with this immediately. Your new auto attendant will start paying dividends straight away!

You can modify the script as your business changes. The script will show you what messages you need to record, change, or delete. It will show you what menu options need altering to maintain an excellent customer experience.

A new product might mean a new message or a change in menu options. Again, the automated attendant script lets you easily identify what changes are necessary.

How do you create the script?

There is a general process to follow when creating an auto attendant script.

  • Start with a greeting
  • Thank your caller for calling
  • Confirm business name
  • Let them know they can dial the extension number if they know it at any time
  • Insert any optional message here – business, product, or marketing information, etc.
  • List menu options
  • Include an option at the end to either listen to the menu again or speak to a representative
  • After 10 seconds, loop back to the start of the menu options. Do not have the attendant hang up!
  • Test your script – role play with your team every caller intent and see if they are connected to the right person. If not, then modify your script.
  • Send your final script to your voice talent for recording
  • Listen to your recorded messages for quality and clarity. Listen for background noise
  • Have your AA service upload the messages and set up the menu
  • Test every option to make sure it works as you intended

You have to focus on the customer experience. While automated answering systems benefit businesses in many ways, your focus should be on how it improves your customers’ journey when they call you.

Find out your customer’s needs. Ask your staff who answer the phones! Have a group brainstorm meeting or collect data by recording customers call intent. Find out what type of caller they are. Are they repeat customers who know the person they need to speak to? Or are they new customers looking for information? This will guide you when it is time to decide on menu options.

If customers often call for simple information such as opening hours, then you can include this in the first part of the message. Your AA has then answered almost immediately a large proportion of callers’ questions.

Also, decide on what optional information you want to include in the callers’ journey. There are standard things like a greeting, thank you and farewell. Do you also need marketing, location or product information included?

Are there any limitations of the AA system you have purchased? For example, the number of extensions, the length of messages etc.

Once you have considered all of these you are ready to start drafting your script. There are several “dos” and “don’ts” for making your script. We can explore some below.

DOs for writing an auto attendant script

  • Keep it short and sweet.
  • Eliminate all superfluous words.
  • Use common structure and options – # to return to the main menu, 0 for operator etc.
  • Tell callers they can dial the extension number any time if they know it.
  • Tell callers if you have changed your menu structure within the last month.
  • Put the most frequently called for option at the start of the menu, then list in order of frequency.
  • Describe the option first then give the number – “for transport team – press 3”.
  • Try to have only three to five menu choices. People will struggle to remember past that.
  • Keep your descriptions concise
  • Remind customers of any online chat options that may be quicker than using the phone.
  • Write out exactly what you want the voice talent to say. Don’t use acronyms or abbreviations if you want whole words.
  • Choose the right voice for your business, fun, young, serious, older, bubbly, excited? Think about the customer demographic and what they would relate to most.
  • If you need to end the call (and it is advised that you don’t and instead lead the customer to somewhere they can leave a message for a call back later) then make sure you thank the caller and say goodbye. This lets the caller know the call is finished and that they can hang up.

DON’Ts for writing an auto attendant script

  • Don’t say please and thank you all the time – “please press 5”. You can start with “please press 1” to be polite but after that, it should be “for sales – press 2”
  • Don’t plug your website unless it is going to answer the callers’ questions or provide the information they are calling for. Often, they will have looked at your site and not found a satisfactory answer. If this is often the case then you should reflect on this and maybe update the information on your website.
  • Don’t say it in three sentences when three words will do
  • Have more than three tiers of menus if possible. Callers become irritated by the end of menu three.
  • Never disconnect your caller, that is just rude.
  • There is no need anymore to say “standard” when talking time zones. “Pacific time” will do.
  • Don’t include www. or https//: in your script. They are useless to a phone customer, but your voice talent will read them out.
  • Don’t include time-sensitive information unless you are prepared to often change your AA.

Once you have completed your first script, then work on the others you might need. For example, out of office hours, holiday promotions, or company shutdowns. They will often be variations of the main script. These specialized scripts help your company sound more human.

We have included some generic examples of the more commonly required automated answering service scripts below!

Auto attendant script examples

General hours – open as normal

This a generic script and a good starting point for you to modify. This is the one you need to create first. It will define the main menu structure for other scripts you need.

Hello and thank you for calling [Company Name]. If you know the extension of the department you are trying to reach, you may dial it at any time.

  • For a Sales representative, please press 1.
  • For our Service department, press 2.
  • For our Technical support, press 3.
  • For Transport and shipping, press 4.
  • If you would like to speak with an Operator, press 0.
  • To repeat this message, press the * key.

After hours and weekends – office closed

Probably the next most important is the after-hours script. This ensures that customers feel valued even if they call out of your normal business hours. It should provide an alternative source of information such as your website and offer them an opportunity to leave a message for a call back on the next working day.

Hello and thank you for calling [Company Name]. Our offices are currently closed. Our business hours are from Monday to Friday 8 AM to 8 PM and Saturday 8 AM to 12 PM Pacific Time.

  • If you would like to leave a message in our general voice mailbox, press 1. Our representative will contact you the following business day.
  • For our company directory, press 2.
  • For directions to our office, press 3.
  • You may also email us at [company email].
  • For more information about our products and services, please visit us at [website].
  • To repeat this message, press the * key.

Company holiday – Christmas – factory shutdown – school holidays

If your business is closed for a regular event, then create a special script so your callers know when they can next contact you. Direct them to other sources of information and thank them for their patience.

Hello and thank you for calling [Company Name]. Our offices are temporarily closed until [date] for [event]. You can still leave us a message and we will call you back at our earliest opportunity. If you know the extension number of the person you are trying to reach, you may enter it at any time to leave a message.

For Sales, please press 1.
Etc.

Disaster recovery – if calling about recent (flood, fire, natural disaster)

Hello and thank you for calling [Company Name]. Our offices are closed at this time due to [severe weather conditions]. You can still leave us a message and we will call you back at our earliest opportunity. If you know the extension number of the person you are trying to reach, you may enter it at any time to leave a message.

For Sales, please press 1.
Etc.

Seasonal greetings – Easter, Christmas, Diwali, Ramadan

Reflect the spirit of your company by offering a festive greeting.

Hello and thank you for calling [Company Name]. We would like to wish you a joyful holiday season and a successful New Year. If you know the extension of the department you are trying to reach, you may dial it at any time.

For Sales, please press 1.
Etc.

Marketing campaigns – calling about latest discounts or promotions advertised

Hello and thank you for calling [Company Name] where we provide [what you do or your slogan]. Did you know we’re offering [20% off] our services right now? Don’t delay — this offer won’t last long! If you know the extension of the department you are trying to reach, you may dial it at any time.

For Sales, please press 1.
Etc.

Individual extension voicemail greetings

Each of your customer-facing staff needs an individual voicemail message. They can record it themselves if you provide a script, or you can have your voice talent record it. It could also be used for their mobile phone message. 

Here is a standard “out of office” script. You will also need them for annual leave, extended leave, and sabbaticals. These scripts should include an easy way for the caller to contact an alternative person during the extended leave period.

You have reached the voice mailbox of John Smith. John is not available at this time.

  • To leave a message, please press 1.
  • To return to the main menu, press #.
  • If you would like to speak with an Operator, press 0.
  • To repeat this message, press the * key.

Other scripts you may require

There are other scripts you may require. You may need messages and menus for each department or to handle a sales queue. You might need an “on hold” system of repeated messages. When you write these scripts remember they should focus on the customer journey and portray your company as a professional, efficient but also friendly business.

The NetLines small business phone app includes an easy-to-use auto attendant feature as part of an all-in-one communication system. Not only can you set up all of your greetings in one place, but you can also add and manage business phone lines and extensions all from the app. see how it could enhance your business communication today!

Categories: Productivity

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